Job Description

Job Title: Customer Service Assistant

Location: Edinburgh Ettrick House

Contract : Temporary - Ends 31st December 2026

Start Date: 13th July 2026

Working Pattern: Monday - Friday 8am-6pm shift rotation, 1 Saturday every 4 weeks 9am - 4pm with day off during the week in lieu

Pay Rate: 14.40 per hour

Hybrid Working: Office based 5 days per week, for initial 6 months, then 3 days a week from home (subject to eligibility and manager sign off).

About the Opportunity:

Do you have a curious attitude and a passion for being part of a successful team? If so, we would love to hear from you! Lloyds Banking Group are recruiting now for Customer Service Assistants to join their Homes Operations Mortgages New Business Team

Based in or contact centre, the nature of this role to provide an enhanced service to our Multi Brand Mortgage Brokers & Mortgage Advisors on a range of mortgage products over the phone. The core purpose of the role is to support our customer journey of 'Help me own a Home'. As part of the team, you will be taking incoming calls from our valued customer base and providing the highest level of service through a breadth of decision-making across multiple brands.

Key Responsibilities:

• Case ownership including liaising with a wide range of customers on products, brands, propositions, and systems.
• Acting as first point of contact via phone to a large customer base.
• Using your judgment to make complex decisions.
• Building strong relationships with brokers.
• Deliver a positive customer experience in colleague and customer interactions by phone, email or letter.
• Accurately calculate affordable lending on complex scenarios.
• Support affordability requests.
• Identifying and raising ideas for continuous improvement to enhance the customer and colleague experience by adding new value to the end-to-end process.

About our client:

Lloyds Banking Group is focused on ensuring inclusivity and building an organisation that reflects modern society and celebrates diversity in all its forms. With great colleagues and a multitude of career opportunities, you'll find a supportive and inclusive environment where you can thrive.

Requirements:

• Able to adapt to new challenges
• Highly curious and enjoys exploring beyond the original question to unearth customer insights and identify improvements.
• Ability to work at pace and can successfully deliver against targets.
• Strong Customer Service skills as well as excellent verbal communication when sharing ideas and proposals for improvements.

Benefits:

• Location close to public transport links
• Free onsite parking
• Flexible benefits to suit your lifestyle, such as discounted shopping, attraction tickets and travel.
• First-class support and training for all colleagues
• Opportunity for growth within the company
• Well-being Support through dedicated Apps and Employee Assistance Programme
• Holiday allowance
• Weekly pay

At our client's organisation, we are committed to fostering an inclusive and diverse workplace. We celebrate individuals from all backgrounds, cultures, and identities, and welcome applications from under-represented groups.

We are disability confident and can make reasonable adjustments to our recruitment processes upon request.

If you are excited about the opportunity to join our client's team as a Mortgage Consultant and make a difference in the lives of our customers, we want to hear from you. Apply now and take the next step in your career!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.