Job Description

Location - Lloyds Banking Group, Ettrick House, EH12 9EB
Job Title - Telephone Servicing Customer Advisor
Duration of Assignment - Ongoing temporary position with good opportunities to go permanent
Start Date - Vary - TBC by Blue Arrow
Pay Rate - £11.65 per hour
Benefits - Flex Bonus + Pay Progression Opportunities

Shifts and Hours of Work:
Full Time Position
Monday to Friday + 1 in every 8 Saturdays
9am - 5pm (on rotational shifts, 7 hours per day) + Saturday Shift 8am - 2pm
35-hour week
All candidates are expected to be able to work all shift patterns on a rotational basis, you will have 8 weeks' notice of shift pattern.

Training Period - 6 weeks (Please note - there are no holidays in the first 6 weeks of training)

Division within LBG - Retail Banking

Selection Process - Telephone Based Interview & Meet and Greet with Hiring Manager via Teams

Contact Information - Blue Arrow Office - (0131 220 1255)

Job Description

You will deliver a positive quality customer experience primarily by inbound telephone call but also by email and letter.
You will be dealing with a wide range of customers including third party organizations relating to the bank's products and services.
You will be reviewing transactions and actively assuring that bank standards and policies are met at all times.
You will build and maintain relationships with customers, offering them with best practice models and where required offer guidance and information on recent transactions.
You will ensure all legislative regulatory requirements are adhered to.
You will be responsible for keeping up to date with process and policy changes within the bank and always looking for areas of continuous improvement.
Demonstrate a sound understanding of and display behaviors expected in the Groups Values.

Skills/Experience Required

You should have excellent communication skills, holding the ability to adapt your conversation style to the customers' requirements.
You should always strive to provide excellent customer service.
You should be confident in making decisions and trusting your own judgement to assist your customers.
You should feel comfortable taking and making a high volume of calls to a variety of customers including brokers, Solicitors, Surveyors and Customers.
You should have previous customer service experience (call centre / hospitality / retail). Previous call centre experience is desirable but not essential.
You should have a high attention to detail and focus to 'get it right' the first time

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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