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Job Description Summary

Job Description

Location: Leeds, Lovell Park

Salary: £23,370

HOURS: Full-time (35 hours per week)

WORKING PATTERN: Mon – Fri between 8am – 9pm

The position is a Customer Service Advisor role with Lloyds Banking Group- a mixture of working from home and office based. You'll work in the office for the first few months to complete your training and get your systems up and running. Once fully competent, it will then be a hybrid approach - two days a week in office, 3 days homeworking.

About this opportunity

Working within Halifax Share Dealing Limited (HSDL) you'll be offering excellent quality customer service over the phone assisting new and existing customers to complete UK and International dealing orders in line with FCA regulation, HSDL Internal Procedures and Lloyds Banking Group policies.

At times, we can be busy, and this role will involve working in a fast paced environment, but we'll provide phenomenal training and help you develop your knowledge of our products and processes.

• Handle inbound customer calls relating to their accounts and products, keeping it simple and assisting customers with their account enquiries
• Complete telephony, digital and admin-based tasks to service customer queries
• Take ownership of customer problems, solving them at first point of contact and raising any issues to leadership
• Lead your own development, through regular review of performance against business objectives, and take ownership for self-development
• Ensuring that all transactions are accurately recorded in accordance with internal processes and procedures
• Establish relationships typically at peer level across the business in order to clarify facts, verify technical details, exchange information or resolve enquiries and issues. You'll be encouraged to call these out as appropriate.
• Record all customer complaints received in line with the group complaints handling policy, take ownership for resolution, resolve complaints where possible and reach the correct outcome.
• Be self-sufficient to build knowledge of the London Stock Exchange, International Stock Markets and all aspects of trading equities. To ensure that this is kept up to date from all relevant sources, and be motivated to supplement and maintain your own Continuous Professional Development in this area

What you’ll need

• Strong communication skills, verbal and non-verbal
• Strong attention to detail
• IT literate, comfortable with the use of keyboard and being able to use a variety of different systems
• Active listening skills
• Experience of working in an execution only stockbroker environment desirable but not essential.
• An interest in financial services.

Please note start date is likely to be towards end of January 2024

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment, just let us know.

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

If you’re excited by the thought of becoming part of our team, get in touch.

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 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.