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Lloyds Banking Group
- London
- Lloyds Banking Group - London
Our Community Banking division comprises of our 3 iconic brands; Halifax, Lloyds Bank and Bank of Scotland which make us the largest UK bank with branches nationwide.
Alongside our brands, Community Banking also includes several other areas:
Business Banking supports almost one million small British businesses and start-ups, including clubs, charities and societies that have a turnover of less than £1m. We work with customers in Lloyds Bank and Bank of Scotland, face to face, over the telephone and online.
Many of our key activities are driven by our Helping Britain Prosper commitments. In short, we help businesses to start up, scale up and stay up. By 2020, we will:
• Help 1 in 5 British businesses to start up
• Help 25,000 customers across Business and Commercial Banking to export for the first time
• Help 2.5m individuals, SMEs and charities to improve their digital skills
Connect support our branches by providing telephone banking, webchat, remote advice and other telephony or internet and social media based services for our banking customers through 13 contact centres across the UK.
Customer and Colleague Experience work to build colleague capability, drive, career development and create strong cultural foundations. They also work to measure and improve the experience for our customers whilst designing roles for our colleagues with the right reward and tools to help them realise their potential.
Community Banking Business Risk partners all Community Banking functions to ensure the delivery of fair customer outcomes, compliance with regulation and policy within agreed risk appetite.
Chief Operating Office team work to ensure continual improvement and delivery of great service to our customers, shaping the right changes to Community Bank and supporting colleagues to optimise how we meet our customer needs.
Our Customer Delivery team exists to deliver excellent service to our customers through our partnerships across the wider business, helping to join up the end to end processes ensuring customer journeys are aligned and giving a clearer sense of identity for colleagues.
We’re looking for Individuals to support our colleagues and customers in various areas of Community Banking. Candidates will need to demonstrate capabilities in at least one of these areas:
• Customer Service and advice
• Relationship management
• Leading high performing teams
Customer Service & Advice
Customer Service and Advice
• You will need to anticipate current and future customer needs through knowing them well. You’ll understand the customer decision making process, and be able to engage customers and exceed expectations. You’ll be recognised as a subjective matter expert in customer service
• You will be trusted to deliver a high level of service to customers and understand the complexities of customer decision making. You will consistently meet customer expectations and coach others in the team to be effective
Relationship Management
• You will build the business through being a Trusted Adviser with extensive partner relationships and have a deep knowledge of the customer’s world and external/internal factors affecting it
• You will be able to use data, anticipate upcoming challenges and find ways to assist
• You will build loyalty through long-lasting customer relationships; knowing your customers background and economic environment and be able to coach others in this area
Leading High Performing Teams
• Experience of leading high-performing teams through their expertise, vision, strategy, goals and focus
• Role-models excellence, is open and supportive, celebrates success. Recognised expert and Adviser to others.
We have one vacancy that can be worked from any location across England, Wales and Scotland and one vacancy that can be based at North London or Nottingham. Please state on your application which location you are interested in.
Returners Programme – Community Banking (Customer)
Flexible (Returners programme – will be confirmed at a later date)
Our vision of being the best bank for customers is dependent on every colleague committing to and demonstrating our core value of “putting customers first”. In joining us you’ll have a role that matters and will contribute towards the Group achieving our vision through your day-today actions being performed in line with our Codes of Responsibility and Group Policies. By individually and collectively committing to our Group values and codes, we will be able to make a difference together and help Britain prosper.
We’re also committed to employing a diverse and inclusive workforce, reflective of the customers and communities we serve – where all our colleagues can be themselves and succeed on merit.
We’re proud to have received the following industry recognition: ‘Stonewall Top Private Sector Employer’, ‘Top10 Employer for Working Families’, ‘The Times Top 50 Employer for Women’ and both ‘Gold Standard’ and “Best Workplace Adjustments Process” from the Business Disability Forum – each demonstrating our commitment to the principles of agile working and inclusion for all.
So if this sounds like a culture that you’d like to be a part of then be assured that we’ll welcome your application.