Customer Service Advisor

Job Title: Customer Service Advisor
Contract Type: Temporary
Location: Edinburgh
Salary: £10.12 per hour
Start Date: 2019-08-19
Reference: DRJS
Contact Name: Jillian Curran
Contact Email:
Job Published: August 19, 2019 11:28

Job Description

Whether you are looking for a steady income, job security or career development this opportunity with one of the UK's largest retails banks has it all.

This role is perfect for those who have excellent oral communication skills, great attention to detail and who want to work in an environment where the focus is on making the right decisions for the customer.

You do not need any formal qualifications to be a customer service representative, just good communication skills and knowledge of basic Microsoft Word, Excel and familiarity with using the internet. Your personal skills are much more important for a role like this. We are looking for people who are proactive, self-motivated and keen to learn.

Previous telephone experience would be ideal but if you're used to dealing with customers in any capacity then you have the potential to become an exceptional Customer Service Advisor. 

If you are looking to the future then it is good to know that career progression prospects are high with this employer.They have been supporting customers, communities and businesses in the UK for over 320 years. 

You will be carrying out a broad range of demanding operational support procedures, using your own judgment to make decisions which impact on customer outcomes.

First and foremost, you will be helping customers across the retained organisation by answering a range of telephone enquiries. You’ll be providing information on products, acting promptly on customers’ instructions and ensuring that records are fully up to date and accurate. This is a blended role which will include telephony, digital and processing tasks.

You will be provided with great training and help you develop an in-depth knowledge of all products and processes. Alongside your proven communication and customer service skills this will help to ensure you deliver the high standards of service that customers expect.

Job Details
  • Monday - Friday, rotational shifts between 8am - 6pm
  • One Saturday morning shift (9am - 1pm) every 5th week 
  • £10.12 per hour
  • 6 month contract - permanent opportunities 

Role Focused Skills:
  • Complete telephony, digital and admin-based tasks to service customer queries 
  • Take ownership of customer problems, solving them at first point of contact and escalate when required 
  • Build long lasting professional relationships with Lloyds Banking Group customers that will exceed their expectations 
  • Deal with customer data ethically and in accordance with the FSA requirements 
  • Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues 
  • Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development  
  • Support the company's wider team to ensure that performance standards and business objectives are met 
  • Personally contribute to an environment where colleagues want to work and customers feel valued 
  • Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for customers in line with specified process and procedures
  • Provide a high-quality service to customers comprising of handling inbound & outbound calls and undertaking a range of processing tasks. This will be achieved as part of a flexible model to support the business in meeting customer demands within agreed service levels. 
General Skills:

  • Good communication - oral and written
  • Embrace 'in the moment' coaching to develop your skills and knowledge
  • Take ownership of all customer requests
  • Maintain operaitonal accuracy 
  • Continuous improvement mindset which will be evidence in the imprvoment of customer centric measures
  • Ability to make good decisions for customers using sound judgement - understanding customer, colleague and business impact
  • Understanding and interpreting data at a basic level
  • Developing over time, a deeper level of expertise in all areas of our end to end Corporate Pensions journey
  • Flexible, adaptable to change and willing to embrace new ideas