Customer Service Advisor at Lloyds Banking Group

Start Date:
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
£15,050 annually
Review Date:
March 2016

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1. Please give an overview of your role and what this involves on a day-to-day basis:


I work in the mortgage department at lloyds, we deal with the processing of mortgage applications placed by brokers, and assist brokers with any queries they may have.

2. Have you learnt any new skills or developed existing skills?


I have developed on exsisting skills, mainly in how to deal with the brokers better over the phone, and the apprenticeship has also helped me review how I work as well.

3. To what extent do you enjoy your programme?


I have not enjoyed the experience as much as I could have due to the fact that I did not have an assessor for 5 months, therefor it has dragged on a lot longer than it should have through no fault of my own. Once I did get an assesor she was new and didn't know what she was doing. I sent work to her almost 6 months ago and I'm still waiting on the feedback for this which is incredibily frustrating.

4. How valued do you feel by Lloyds Banking Group?


I feel very vauled by LBG. Over the last year, I have been given many oppertunities to progress, including spending some time down in Pendaford to help upskill the colleauges down there.

5. How well organised/structured is your programme?


The programme was not organised very well at all, we have had a total of 3 assesors when we should have had 1, and went 5 months without an visits at all, even though we were told we would get at lease 1 visit a month. This has meant that I am very behind on my apprenticeship because I've not been able to get work done without having any visits.

6a. How much support do you receive from your training provider?


As above. It was set out at the start that we would get one visit a month, however we went from July to December with no visits at all. This meant that there was only so much work we could get through and I am therefor behind. This was meant to take a year, however is taking much longer. Once we got a new assesor, she didn't know what she was doing and therefor has taken almost 6 months to mark workbooks, which I have still not had back. She says she will update things (etrack for example) and then comes in the next visit and gives lots of excuses for why she's not done this. It took her 4 months from my first visit with her for her to finally update my progress on Etrack.

6b. How much support do you receive from your employer?


My employer was very supportive, I had lots of time off to complete my apprenticeship work, and have had lots of oppertunities to develop myself outside the apprenticeship as well.

7. How well does your salary/package meet your costs?


The salary we are on meets costs, however for the work we are now doing, it doesn't really cover this. The work we do now is very different, however we are still on the same grade as before.

8. Are there many opportunities outside of work?


The apprenticeship means that going forward I will have more oppertunties to progress outside of work if needed. This will put me in a good position if I was to apply for different jobs as it is an experience that many people wont have had.

9a. Would you recommend Lloyds Banking Group to a friend? *


9b. Why? *

LBG is a good place to work, the people are very supportive and there are lots of oppertunities to progress. If you want to go in a direction, your manager will do what they can to help you work towards this.

10. What tips or advice would you give to others applying to Lloyds Banking Group? *

Be yourself and be honest about where you want to go with your career. Although the job you originally start with may not be what you want to do, there will be plently of oppertunities to progress and move around.

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