Customer Service Advisor (Litigation and Enforcement)

End Date Monday 24 April 2023 Salary Range £21,285 - £23,650
Agile Working Options Hybrid Working Job Description Summary Helping our customers, especially in the current climate, is something we're very passionate about. Together we can make it possible... Job Description Helping our customers, especially in the current climate, is something we're very passionate about. Together we can make it possible...

• We have a number of vacancies available in our Customer Financial Assistance team in Chester
• Offering a variety of shift patterns available Monday to Friday 8am to 6pm
• If you are successful, you will complete an initial onsite training programme in Chester and need to be available Monday to Friday 9am to 5pm for the duration of the training
• We offer hybrid working between our office and your home after achieving competency in your new role

Beyond the satisfaction of helping people, a Litigation & Enforcement Support role brings some exciting rewards! We'll give you an initial cash package of £25,562.00 comprising a full time equivalent basic salary of £24,579 and a Flex cash pot of £983. This pot you can take as cash or spend on a wide range of options such as:

• Buying extra or selling holidays to suit from your 22 days leave (plus bank holidays entitlement)
• Extending your private medical cover to family members
• A Flex Card providing up to 15% discount with over 70 well known retailers
• Tax/NI efficient electric vehicle (or bike) purchasing schemes paid through your monthly pay - supporting sustainability!

You'll also get the following:

• An annual bonus opportunity
• Various share schemes (including free shares)
• Generous pension contributions starting at 9% (rising to 15%) with life cover of up to 8x salary

Further everyday discounts on the weekly food shop, travel and electronics/mobile through A bit about the role: Do you want to take your customer service / customer support skills to a whole new level? If so then consider joining our Secured Advanced Financial Assistance team in Chester, delivering a caring, friendly, and much-needed service to customers in difficulty. As a key area of Customer Financial Assistance we specialise in supporting customers having difficulties repaying their mortgage and provides an opportunity to genuinely make a difference to our customers who need us most. The role involves being split between telephone calls and case reviews: So alongside inbound and outbound telephone calls you'll also review customers’ accounts to better understand individual circumstances and agree fair outcomes that are suitable and sustainable. Here's what we're looking for...

• You're going to need strong empathy and listening skills and put yourself in the customers shoes to understand their situation while appreciating the worry they're feeling throughout this experience.
• Sound judgement, decision-making and attention to detail will be critical to you reaching customer outcomes in line with regulatory policy and procedures.
• And that ability to naturally build rapport and show compassion with all types of people, from all walks of life, will help you do your absolute best for their situation.
• You will need to have a honest and open conversation with our customers to understand the full picture and able to delivering on some tough conversations sometimes.

Your experiences will enable you understand team risks and contribute towards improvements to new & existing processes, procedures & systems. Together we can make it possible... We'll provide any and all the training you'll need on our systems, products, and processes in a 7 week training programme (delivered Monday to Friday 9am to 5pm) at Cawley House, Chester. Following the initial training you will then be required to continue to work in the office whilst you go through your route to competency. Remember, it's their home! So acting with integrity to solve problems through the services you provide will hopefully help them back to financial health and regain that sense of security as quickly as possible. So, as you can imagine, we're seeking the highest level of customer service skills possible to deliver the high standards our customers expect. Working Flexibly – when and how we work We work a variety of flexible shifts to accommodate our work-life balance and to be available when customers require. We have various shifts across our core hours of Mon to Fri, 8am to 6pm (please note this may change based on customer requirements). Once you are at the required competency level - the role can be carried out based within our Chester Cawley House or hybrid to enable you to work at your best. If working from home we'll need you to have a quiet area, in an appropriate space that is free from disturbances with a reliable internet connection (all necessary IT equipment provided). So if you have the customer skills and this opportunity to really help people appeals then get in touch and apply today, we'd love to hear from you! About working for LBG As a part of Lloyds, you’ll have the opportunity to join a range of fully funded Apprenticeships, helping you gain new qualifications and compliment progression opportunities. We're passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. Please let us know if you need any reasonable adjustments made to our recruitment processes so that we can work to accommodate them to the best of our abilities. So, if you enjoy helping people and are looking for an opportunity to build your career - don't delay and apply today, we'd love to hear from you! 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'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.