Senior Customer Advisor at Lloyds Banking Group

Start Date:
2017
Location:
Liverpool North West
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Salary:
£21,000 annually
Review Date:
February 2019

Connect with Lloyds Banking Group

Review Score

8.5/10

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

8/10

Primarily I deal with applications to open, upgrade or down downgrade a customers account. This is offered on a choice of platforms, online, phone or face to face in a branch appointment that I book for them. On top of that I deal with complaints and general enquiries such as balance enquiries and payment services.

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

9/10

The most important skill I have learnt has been time mnaagement and learning to say 'no'. If I take on too much then ivariably results suffer and I am keen to avoid that. I now prioritise my workload accordingly to minimise stress. Getting a strong life-work balance is key to this.

3. To what extent do you enjoy your programme?

10/10

I enjoy being on the scheme very much as I have always enjoyed learning and love to find out new ways of thinking and doing things. I try to share this enthusiasm with my colleagues about the opportunities it can bring and the personal benefits as a result of taking part.

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4. How well organised/structured is your programme?

7/10

Although the structure of the course is good and flexible to accomodate changing needs I find it is not always easy to placate the needs of the business with that of my training provider. By and large tho it works well for me and is easy enough to follow onto the next steps required.

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

10/10

My immediate manager and crew manager at Lloyds are both extremely supportive of both the scheme and my development in general. They take a keen interest in events and will support me wherever and however they can. I have no qualms whatsoever about their approach and find it refreshing that they are so positive.

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

7/10

As much as they can but I am now on my third coach which has made it harder to establish a strong working relationship and genuine rapport. Finding out at the last minute hasn't helped this. My current coach has a heavy workload but doing all they can for me to complete the course in the next few months hopefully.

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

8/10

It gives me back the confidence to reflect on my acheivement and say to myself what I have gained. It consolidates my knowledge and also reaffirms my confidence in what I talk about with my customers. This in turn leads to stronger feedback and advocacy of my customer service skills.

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.)

9/10

There are various things I do outside of my day to day role. I am a REACH advocate which promotes diversity in the workplace in particular for the BAME population. I also take part in team nights out and socialise where the opportunities arise. I have also been to several work conferences in London & Birmingham.

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

Yes

9b. Why?

It is a very open, honest and caring organisation. When I lost my father in 2017 my manager and the group were extremely helpful and did not pressure me in any way at all. Through their help and support I have got my career back on track after a severe nose dive earlier due in part to his illness and having to care for him.

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

Be yourself! Take part in all what you can, be open to new experiences and be prepared to look at things in new ways and don't sell your own abilities short. Everyone has a part to play and ultimately we are one team. Be true to your values and beliefs at all times.

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