Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

Within Lloyds Banking Group, Insurance & Wealth Chief Operating Office (IWCOO) provide critical services to the Group’s customers, supporting them with their Insurance and Wealth needs. We are responsible for delivering outstanding service to our Life, Pensions and Investments (LP&I), General Insurance (GI) and Wealth customers.

Within IWCOO, our primary focus is our customers and colleagues. We are passionate about making a difference, whilst always keeping the customer at the heart of everything we do. We are continuing to improve customer experience, simplifying our business and making IWCOO a great place to work.

Within Protection, Health Claims and Bereaved, our purpose is to make it easy for our customers to identify their Protection needs and plan for the potential unexpected events in life. We do this by providing easily accessible, market leading products and services to our customers that evolve over time with them.

Our current vacancies are in our Health Claims and Bereaved teams. Working as part of these teams, you will be responsible for helping our customers by answering a range of telephone enquiries. You will be providing information on our Life, Pensions or Investment products and services, acting promptly on all customer instructions and ensuring that records are fully up to date and accurate.

We are based in Port Hamilton in Edinburgh. Training takes place in the office from Monday to Friday. Most of our colleagues are working from home, but the expectation is that, after training is completed, you would be working some days in the office and some at home each week. Our hours are 8am–6pm with rotas within these times.

Full time hours are 35 per week, but we do have some reduced hour places available, which we can discuss with you on an individual basis

Job Description

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A flavour of your key responsibilities will include.....

• Take ownership of customer enquiries, utilising your skills and decision making in an efficient and effective manner, providing the highest level of customer service
• Empathise with, listen and understand, to improve our customer’s experience, raising any barriers which may hinder a seamless customer experience
• Demonstrate the relevant skills to place the customer first and observe proper standards of market conduct
• Effectively comply within the Customer Treatment standards, including internal policy guidelines and external regulatory guidelines, to ensure a robust and consistent approach, to make the right decisions and do the right thing for our customers
• Remain abreast with training to equip you with the appropriate skills and knowledge to remain competent in role
• Align with the Colleague Conduct Rules, putting customers’ interests at heart and take personal responsibility for conduct in the workplace
• Take ownership for your personal development and performance, and regularly assess and develop individual performance during coaching, feedback and 1:1s
• Recognise the need for an inclusive and caring environment, where all colleagues feel welcomed, valued and able to contribute. Embrace differences and treat both colleagues and customers as individuals.
• Live the Group’s Values and Behaviours and Codes of Responsibility

What you will bring to the role…..

• A passion for delivering an exceptional customer experience
• Excellent organisational skills and a keen eye for detail
• A pro-active approach to personal development and learning

What we will do for you.....

We will provide you with in depth, comprehensive training and help you develop the required knowledge of our products, processes and systems. Our customers are truly at the heart of everything we do, and we will equip you to resolve customer queries, take ownership and provide first touch resolution where possible.

If you enjoy building lasting relationships with both customers and colleagues, strive to support your team to be the best and are hungry for phenomenal career opportunities, this is the role for you.

In addition, our colleague reward package can be completely tailored to suit your lifestyle. You will benefit from a wide selection of options to fit your individual needs; including a host of flexible benefits, private healthcare, colleague share schemes, pension schemes etc– and you can even choose to buy or sell your holiday allowance!! Not bad hey?! We also offer much more than that - career development, flexible and agile working and the opportunity to do something different using your "Day to Make a Difference" to benefit the community

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.