Senior Quality Coach - Douglas, United Kingdom - Lloyds Banking Group

Lloyds Banking Group

Verified Company

Douglas, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

End Date

Thursday 16 November 2023

Salary Range

£29,669 - £31,230

Agile Working Options

Hybrid Working

Job Description Summary

In Lloyds Banking Group we put our customers interests at the heart of everything we do.

We play a vital role in listening and understanding our customers individual circumstances, meeting their financial and service needs at first touch by providing the right outcome.

This role will provide coaching support to teams to deliver customer service excellence and develop skills and performance of all colleagues.

You will ensure that our colleagues are operating within a customer focused environment working within financial services regulation and conduct risk standards as well as being proactive in making suggestions on how we continuously improve our processes for our customers whilst keeping the bank safe.

Job Description:

JOB TITLE: Senior Quality Coach
SALARY: £29,669.

LOCATION(S): Douglas, Isle of Man
HOURS: Full time 35 hours a week.
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this Opportunity

This is a great opportunity to join our Islands & International Account Onboarding team.

You'll work in a collaborative fashion helping to provide support and improve customer service, while working closely with the wider Operations Centre and supporting our customer facing colleagues which will provide exciting new challenges.

Works within current standard compliance processes, systems, and procedures, and reports simple noncompliance issues.
Responds to routine requests using form letters; edits templates in order to customise responses to nonroutine requests.
Carries out routine customer needs support tasks and assists others by following established procedures.
Carries out a range of prescribed customer service activities and handles nonstandard or more complex customer cases and enquiries using existing procedures.
Creates, organises and maintains files for correspondence and records.
Develops personal capabilities using existing formal and informal training opportunities.
Accomplishes work objectives by determining own work schedule, coordinating with support services and assigning shortterm tasks to others if necessary.

This role will suit someone who is able to prioritise daily workloads across varying tasks, and who possesses the skills and capability to resolve routine enquiries.

You'll have confidence in handling customer queries, striving to resolve these where possible at first point of contact.

The role is based at Villiers House in Isle of Man.

About us.

If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that's shaping finance as a force for good. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need

Good planning and prioritising skills
Good interpersonal skills
Excellent attention to detail
Ability to maintain high levels of accuracy

you'll show a real interest in customer service and enjoy helping others, to ensure you provide positive outcomes for each customer, including those in vulnerable circumstances.

You also take your own development seriously and wish to grow your skills and expertise.

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.

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

We also offer a wide-ranging benefits package, which includes

A generous pension contribution of up to 15%
An annual performancerelated bonus
Share schemes including free shares
Benefits you can adapt to your lifestyle, such as discounted shopping
24 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 acc