Senior Customer Advisor at Lloyds Banking Group

Start Date:
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£19,000 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 am a Senior Customer Advisor who deals directly with customers via the telephone. I specialise in Bereavement, Reperesentative Access, British Sign Language relay, customers in financial difficulty and some general service calls. I deal with current accounts and credit cards primarily but can help with general queries on other products too.

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


I have definitely developed myself as part of the course. The main success is with personal development and networking with other colleagues to help me find a new and better role within the bank. I have also completed my Numeracy core skill up to intermediate 2 level during the course. This will be the first real qualification I have gained since college back in the year 200.

3. To what extent do you enjoy your programme?


The programme was excellent in many ways. It confirmed my opinion that I have great knowledge and experience in my role and in general when it comes to the bank policies and procedures. It also made me aware of some new information. The mid event in Solihull and Scottish Executive Commitee meeting in Edinburgh were great to meet senior leaders and help improve my network of contact.

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


I fell very valued. The course was in excess of £3000 which is a massive investment in me and shows that the bank really does card about anyone who wants to develop or improve. This is particularly impressive as the qualifications are external so I can use this to move to another company if required. I don't feel that this is the right step for me but it shows the bank is fully focussed on me.

5. How well organised/structured is your programme?


I felt that the moajority of the course was well organised. I felt a bit overhwhelmed to begin with as I was off work for 6 weeks due to a neck injury. This meant that I missed the original meetings and introductions. I was not given the option of attending another event and went straight into the workbooks etc. This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions is a fantastic motivator and was always approachable. This is what made the programme work for me.

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


I was always able to get support where required. I had access to email and mobile phone if I needed any help. Like I said before it was a bit overwhelming to begin with but This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions took her time to get me on track quickly.

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


The business did a very good job at making sure I got the relevant off the phone time to complete the visits with This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions. They also helped on very short notice on a few occasions. I felt that work was definitely motivated to help me succeed.

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


I'm not entirely sure what you mean by this. My salary or package of benefits through work did not make a difference to the course. The only thing that was mentione during the application process is that I would potentially have to pay a fee if I left the course early. I believe it was £150. Everything was paid for, in full, by work.

8. Are there many opportunities outside of work?


When I compare job prospects and opportunities inside work compared to the open market there is a noticable difference. Internal opportunities are constantly updaing with new roles and many locations. It's great that some roles are internal only and they base the applications and interviews in a competency based way. So as long as you can prove capabilitiy to complete the role and that you have the correct skills and behaviours then you have a good chance. There are no employers locally that can match the salary and benefits here.

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


9b. Why? *

This is quite easy to answer. The salary, flexible benefits and opportunities are fantastic. The bank is always looking for new ways to help us share in the success of the business with share schemes, some have risk involved and some do not. It's a great bonus to get 18% of the monthly salary paid into pension with only a 5% contribution from me personally.

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

The easiest way into the bank is through telephone banking. The support and opportunity to move roles is immense. You just need to call out that you want to progress and ensure that you get the basics right and everything falls into please.

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