Customer Services Advisor at Lloyds Banking Group

Start Date:
Newport Wales
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
£18,907 annually
Review Date:
April 2015

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Review Score


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


I am a Customer Service Advisor handling in bound calls from customers regarding their bank accounts. This can be a simple balance request to more complex queries such as fraud or financial difficulties

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


THe apprenticeship encouraged me to look at aspects of my job which I had not previously looked at e.g. Sickness Procedures, Disciplinary Process and Employment Legislation. These were informative as I had had no previous experience of the process's and they helped when I obtained a Team Manager secondment.

3. To what extent do you enjoy your programme?


I enjoyed the whole programme as it made me look more into my role and also made me think more about the various modules to ensure that I reached the required standard.

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


I feel that Lloyds are fully supportive of both myself and the Apprenticeship Programme as a way of developing individuals to reach what ever level they wish to attain. I would strongly recommend the Programme to all my Colleagues.

5. How well organised/structured is your programme?


I was a little disapointed with the structure as when I wanted to finish the course asap but as I was one of the first to do the Apprenticeship there wasn't at that time a fast track available to suiy individual needs. I understand that this is now available. This is reason for my experience rating as at the time it wasn't structured to my personal needs

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


I can't praise Liz Phillips enough as she was always available, either by phone or e-mail if I had any queries . Experience rating 11+

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


I was not given the time off that was indicated on the original presentation and found that I had to do the majority of the work in my own time

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


n/a as no costs involved to me apart from my own time

8. Are there many opportunities outside of work?



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


9b. Why?

I have ben employed for almost 9 years and have received full support from all the Managers I have worked under in developing myself to achieve what level I wish to progress to. The overall salary package including benefits are excellant and the carear progression only limited by your own personal goals

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

Ensure that you follow all processes and procedures as they are in place to protect the customer , yourself and the Bank. Put yoursef in your customers shoes and deal with any issue as you would want to be treated.

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