Job Description

JOB TITLE: Customer Service Advisor

PAY: 14.40p/hr

LOCATION: Dundee

HOURS: Full Time, 35 hours per week

WORKING PATTERN:

Our work style is hybrid, which involves spending at 2 days per week, or 40% of our time, in our office. We'll just need your commitment to 35 hours across Mon-Fri (9.00am-5pm). The first 2 weeks will be 100% office based for training.

START DATE: 3rd August

CONTRACT: 6 months

About this opportunity

Our Customer Service teams are the heartbeat of our organisation. Do you want to be part of a team that makes a genuine difference to our investment customers?

Our Investment Customer Services function plays a vital role in supporting customers with their queries, concerns, and formal complaints. Ensuring complaints are handled accurately and efficiently is key to delivering fair customer outcomes.

We're currently looking for people who care about customers to join our Complaints Support team at Lloyds Banking Group.

As a Customer Service Advisor, you'll be the first point of contact for customers raising concerns. You'll take inbound calls to log and clarify new complaints, ensuring all details are captured accurately from the outset. You'll also review existing complaint cases to ensure records are complete and up to date, while supporting the team with associated administration.

You'll build trust with customers on every call you take. By listening carefully, asking the right questions, and paying close attention to detail, you'll make sure complaints are clearly understood and recorded to help deliver the right outcomes.

Day to day, you'll be:

• Taking a high volume of inbound calls to log and clarify new complaints.
  Ensuring accurate and detailed complaint records are created and maintained.
  Reviewing existing complaint logs to check for completeness and quality.
  Completing a range of back-office administrative tasks to support complaint handling.
  Multi-tasking between telephony work and system-based activities.
  Demonstrating strong attention to detail to ensure high-quality data capture.
  Supporting a fair and consistent customer experience through accurate record-keeping.
  Being proactive in your approach to learning and personal development.

Why Lloyds Banking Group?

Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you'll find them all here.

Benefits

• Work from home 3 days per week
• Prime location in Dundee
• Close to public transport links
• First class support and training for all colleagues
• Opportunity for growth within the company
• Weekly Pay
• Online payslips
• Dedicated aftercare team
• Annual leave allowance of 31 days per year
• Employee Assistance Programme
• Access to Able Futures
• Eyecare vouchers
• Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more
• Smart Spending App
• Workplace Pension scheme

What you'll need

• Strong communication and listening skills, with a professional and friendly telephone manner.
  High attention to detail and the ability to capture accurate information.
  Confidence in handling a high volume of calls.
  Good all-round IT skills, including experience of using Microsoft applications.
  A methodical and organised approach to tasks and administration.
  The ability to ask the right questions to fully understand customer concerns.
  

About working for us

Our focus is to ensure we're inclusive every day and build an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it's why we especially welcome applications from under-represented groups.

We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

If you're excited by the thought of becoming part of our team, get in touch.

We'd love to hear from you!