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Job Description Summary

Job Description

JOB TITLE: Customer Support - Guernsey

SALARY:  £34,726

LOCATION(S): Guernsey

HOURS: Full-time, 35 Hours

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office.

Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy. 

What you’ll be doing:

Customer Support colleagues play a vital role in helping customers across our branch network, Conversational Banking and telephony services.

Working as part of a supportive team, you'll build strong customer relationships, identify and meet customers' financial and service needs, and deliver an exceptional customer experience.

With a focus on achieving fair outcomes, particularly for vulnerable customers, you'll provide professional, efficient support while making appropriate referrals and ensuring all activity aligns with regulatory requirements, Group priorities, values, and our Code of Responsibility.

In this role you’ll:

• Support relationships with external customers and stakeholders by providing timely, professional assistance and resolving routine queries

• Follow established policies, procedures, and regulatory requirements to ensure work is completed accurately and compliantly, escalating issues where appropriate

• Deliver excellent customer service by identifying customer needs and providing effective support through agreed processes and guidance

• Manage a variety of customer enquiries, including more complex cases, using sound judgement and established procedures to achieve positive outcomes

• Take ownership of your personal development, actively building your knowledge and skills through training, coaching, and learning opportunities.

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we’re looking for?

• A genuine people person who enjoys helping others and delivering outstanding customer service.

• Strong relationship-building skills, with the ability to quickly establish trust and rapport with customers

• A customer-first mindset, demonstrating empathy, care, and integrity when resolving queries and providing support

• A commitment to delivering on promises and going the extra mile to achieve the best outcomes for customers

• A collaborative team player who works effectively with colleagues to meet customer needs and deliver excellent service.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 22 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies.

Ready for a career where you’ll learn and thrive?

Apply today and find out more.

Please note our roles can generate a considerable amount of interest and close early so don't miss out on this opportunity to apply today.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.