Agile Working Options

Unable to Offer Agile Options

Job Description Summary

To our customers, a home is so much more than just walls and a roof - it's where they live, where they and their belongings are kept safe! As a Home Insurance Customer Advisor you'll make sure that our customers have the best policy to safeguard their precious home and belongings!

It's a highly satisfying role. Like all of us, you'll put customers first and help us become the best bank for customers. It is a telephone based role with our customers calling you for support. Having the skills to ask questions and listen to our existing customers' needs, making amendments and answering queries, to ensure their policies fully meet their needs and that their requests are dealt with appropriately.

In our Contact Centre the majority of your day will be spent on the phone talking to our customers, helping our branch network and existing customers with policies. You'll need to love communicating and establishing relationships over the phone, as well as having good written communication skills as this role requires you to write and produce letters to confirm details for our customers. You need to have the ability to learn and retain product information on an ongoing basis as well as using a variety of computer systems. You'll need to be able to handle potential complaints along with ensuring your doing the right thing for our customers by supporting the customer to find the relevant solution to their query. Previous experience in insurance is a plus but not essential as you'll receive the training you need to reach your full potential.

As a committed, dedicated member of the team you'll work 35 hours per week across a variety of shift patterns on a rota basis within our opening hours which are currently Monday to Friday 8 am - 6 pm and Saturday 9 am - 1 pm. This role requires you to have the ability to work within the Copley contact centre for a minimum of 1 -2 days per week, as well as being able to work from home. When working from home a quiet area in a separate room, that is free from any disturbances or interruptions will be needed. An appropriate level of internet connection is required, as this role will involve you taking calls from customer over the internet using your personal wifi, you need to have a secure internet connection to ensure that you have a secure working environment whilst working from home.

Job Description

Key Accountabilities:

• Take ownership when receiving customer calls, and other sources of communication, provide information or support in ensuring we get the accurate information to meet the customer’s needs.
• Utilise various IT applications entering customer data, to provide highest level of service to each customer
• Be a true advocate of our business vision & values, demonstrating this at each interaction with colleagues and customers alike
• Actively take responsibility to lead own performance and self-development ensuring continuous improvement
• Ensure that systems, FCA requirements and multiple branded product and process knowledge are always kept up to date and all work adheres to these regulations. Also maintaining files and records by following correct procedures.
• Contribute and support the completion of departments workloads such as admin workflow.
• Deliver a simple, efficient and straightforward customer experience with a high level of attention to detail and accuracy, aiming to meet customer’s needs answering all queries using established procedures.
• Work in line with your assigned schedule to ensure customer demand met, also ensuring you attend weekly teams huddles sharing any ideas to help drive improvement.

Lloyds Banking Group is committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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.