Senior Customer Service Advisor at Lloyds Banking Group

Start Date:
South West
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Review Date:
February 2019

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


My role involves answering inbound calls from customers who received a letter about a remediation. This can be about a refund we made into their account, or an adjustment of the balance because of an error we made in the past which we have now identified. I also get involved in the backround of the projects and work with stakeholders on complex queries and process issues.

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


Absolutely. I have gained a whole range of knowledge about the financial industry, I was able to explore diferent areas of the business which helped me understand how my role fits in to the bank's wider picture. I built confidence to work with stakeholders on the background issues of the projects, which gave me a lot more knowledge and credibility on the projects.

3. To what extent do you enjoy your programme?


I enjoyed the programme because on reflection, I was able to see result and recognise the knowledge I have gained over the programme. I enjoyed that I was able to explore different business areas through a range of different activities and keeping a learning log really helped me see how I developed.

4. How well organised/structured is your programme?


I fund it was very well organised, the workbooks had a good structure and one built onto the other, I was able to gain basic knowledge and then build more expertise on top throughout. the time management came down to myself which was hugely beneficial as I can use this in other aspects of my role.

5. How much support do you receive from your employer?


My employer was as supportive as possible, when I pro actively asked them for time and managed expectations from the beginning. The busy times were a struggle but they did their best to release some time for me. They were suportive in helping me organising different activities, e.g. shadowing a branch colleague.

6. How much support do you receive from your training provider when working towards your qualifications?


My coach was very supportive and she helped me recognise how much I learnt in the process, especially in the beginning when I found it hard to reflect on this myself. she managed my expectations from the beginning and this helped setting me up to the right track. She also provided with timely feedback so I knew what I was doing well and what I had to improve on.

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?


It helped me briaden my knowledge and I gained a lot of credibility and trust from different stakeholders, which definitely helped me perform better. I leanrt a lot aout different business areas so I was able to answer more customer questions and I was able to put myself into their shoes better and help them more thanks to the communication skills I learnt. The time management I learnt during the course helped me being more organised.

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.)


Yes, there are different networks for women's development, for different religious groups and people with different disabilities. There is a colleague engagement group which organises social activities outside and inside of work, like Easter competitions, or mini golf nights. There is also a sports and social club which offers theatre tickets or shopping trips at discounted rates.

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


9b. Why?

It is a great place to work and the employer supports personal and professional development. They give you a lot of opportunities (if you're pro active) so you can gain experience and broaden your knowledge, eventually leading to the career path you want to persue. They also offer a good work life balance.

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

Take every opportunity to develop, get to know about other business areas, get involved in different networks and drive your own development. If you put the work into it, the business will support you. Make sure you take ownership of your development and manage expectations with your manager to ensure they're on board.

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