1. Please give an overview of your role and what this involves on a day-to-day basis:
Working within the product areas of Mortgage (Endowment only), Service related Cards, Banking & Savings, Loans & Mortgages (non advice), Collections/Recoveries, Commercial & Responsible Lending PPI, PAF, FOS, and Exec & Media. Using specialist knowledge to deal with, investigate and rectify a range of regulated / medium complex customer complaints to help restore customer faith. Ensuring all regulatory procedures and service standards are followed, whilst retaining business through an understanding of customer needs in line with agreed timescales.
2. Have you learnt any new skills or developed existing skills?
• Working individually in administrative duties within time limits to achieve team targets. • Acted as a subject matter expert in the team, liaised with project managers and third parties to resolve concerns and complex cases. • Distributed workload between colleagues, ensured they were actioned in time and quality checked the work ensuring cases were worked to high accuracy. • Collaborated with other departments in quiet periods to contribute to their work, aiding them meeting deadlines. • Tested and set up a range of systems needed for the role; checked access, created user guides and rolled out training in the team
3. To what extent do you enjoy your programme?
I found it very difficult on the begining and did not enjoy it really. I felt very confused about what and how to do it. But my coach was very helpfull and supportive. We could contact her anytime for more clarification and help. Also we was working as a team with other apprenticees and helping each other what we found very helpful.
4. How well organised/structured is your programme?
I would say it was very well organised. My coach was handing me out in every quarter the work to be completed and always booked ahead the next meeting. She has explained what was expected from me to be completed by the next meeting. I managed to finish my workbooks and personal logs in timely manner and also done preparation for English and Maths tests.
5. How much support do you receive from your employer?
When we have started Apprenticeship course, our employer (managers) wasn't aware how important it is and how much work and time is required to complete the tasks and learning. They were not very supportive, as our department was extremely busy in the same time. But our coach after our feedback explained to our managers the importance of the course and after that everything was more organised and they were more supportive too.
6. How much support do you receive from your training provider when working towards your qualifications?
Our training provider was brilliant, extremly supportive. We could contact her anytime via email or phone call and she would give us the right level of support. I really believe I achieved the level of qualification which was Distinctive, on the end of the course especially thanks to all the support, my training provider has given.
7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
I am not really sure yet, but it is a big achievement for myself which I am very proud of. I have already received a lot of recognition across the group for my qualification. It made me also realise that I am capable of more than I thought and I really can push myself out of my comfort zone to achieve more.
8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
We use to organise a lot of charities, coffee mornings, cake sales, sport activities like riding a stationary bike or taking a zumba course. Competitions, we had lately competition in eating donuts hanging on strings, on Christmas there was a competition in which team would wrap items the fastest and the most neat.
9a. Would you recommend Lloyds Banking Group to a friend?
Lloyds Banking Group is a very good company to work for. There are lot of oportunities to develop, good pay rates, benefits, bonuses, flexes, providing lot of support for employees with mental health issues or any other issues. Supporting diversity, LBGT, agile working. Supporting charities and community, flexible working place for parents.
10. What tips or advice would you give to others applying to Lloyds Banking Group?
Lloyds Banking Group is a very good company to work for. There are lot of oportunities to develop, good pay rates, benefits, bonuses, flexes, providing lot of support for employees with mental health issues or any other issues. Supporting diversity, LBGT, agile working. Supporting charities and community, flexible working place for parents. It is all worthy.