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We have an amazing opportunity for you to work with one of our prestigious financial clients, Lloyds Banking Group.
Role: Customer Advisor
Division: Customer Service Ops (CSO) Homes Operations
Location: Lloyds Banking Group, Ettrick House, Edinburgh, EH12 9EB. Site based for 6 months.
Pay rate: 14.47 per hour
Contract: Temporary
Hours: Full time, 35 hours per week
Business Operational Hours: 08:00 - 20:00 Monday - Friday & 09:00 - 16:00 Saturday
4 Week shift pattern example: Week 1 (12 - 8pm) Week 2 (9-5pm) Week 3 (10-6pm) Week 4 (8-4pm)
Weekend working - Maximum 1 Saturday over a 4-week period.
Training: Training is full time for 6-8 weeks
Hybrid working available after 6 months
Job Description:
This is an exciting opportunity for a talented individual to join the Homes Operations Mortgage Servicing Team, where you'll play an integral role in successfully enabling the operation to be a high performing team. The nature of this role will involve working across multiple system to support a range of customer enquiries and finding the best solutions to their servicing needs in an effective and efficient manner.
On a day-to-day basis you will: -
* Carry out routine customer needs support tasks and assists others by following established procedures.
* Carry out a range of prescribed customer service activities and handle non-standard or more complex customer cases and enquiries using existing procedures.
* Work within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues.
* Respond to routine requests using form letters; edits templates in order to customise responses to non-routine requests.
* Supports development of personal capabilities by pursuing existing formal and informal training opportunities.
* Accomplishes work objectives by determining own work schedule, coordinating with support services and assigning short-term tasks to others if necessary.
* Ensures customers are dealt with professionally, refereed to the right person or channel where appropriate and identify and support customers in vulnerable circumstances. Acts in line with the Group values and codes of responsibility and supports LBG priorities.
* Creates, organises and maintains files for correspondence and records.
* Carries out routine customer needs support tasks and assists others by following established procedures.
Skills required:
* We're looking for an individual who can cut through complexity, adapt to new challenges, and successfully deliver against our SLA's.
* You'll be highly curious and enjoy exploring new subjects and pushing beyond the original question to unearth customer insights and identify improvements.
* Someone who can work at pace, and who is skilled in Customer Service
* Have excellent verbal communication skills to be able to share ideas and proposals for improvement with your colleagues and Line Manager
Selection Process:
* Screening call with your BA representative
* Online registration (personal details, career history, CV upload, and relevant questions)
* Situational behavioural/judgement testing (11 questions)
* One-way competency-based interview (6 questions via video link)
* Pre-offer and vetting process
Ready to make a difference? Apply now and join us in delivering exceptional service to our customers!
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
