Senior Customer Operations Assistant  

About this role

Responsibilities

• Client-Facing Support: Deliver accurate and timely information to customers regarding their HSDL accounts including ISA's, Self Invested Personal Pensions and Online Investment Accounts, across multiple Lloyds Banking Group Brands.
• Operational Tasks: Carry out a range of assigned clerical/technical support tasks, ensuring that the work is completed, authorised and recorded accurately and adheres to specified Group policies and business procedures. Readiness to refer to more senior colleagues or to deal personally with internal or external customer queries as appropriate
• Regulatory Compliance: Ensure all interactions comply with banking regulations and security protocols to protect sensitive information. Accountable for the identification, logging, investigation and resolution of a range of customer complaints. Completing a full understanding of the situation and ensuring the right outcome for the customer. Escalating issues as appropriate.
• Team Collaboration: Work closely with cross-functional teams to meet targets and resolve challenges efficiently. You will be expected to escalate these as appropriate.
• Why Lloyds Banking Group
• Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.
• What you’ll need
• Customer Focus
• : Proven track record in delivering exceptional customer service. Strong communication skills, and able to present factual information in a logical and structured way
• Operational Excellence
• : Strong attention to detail and ability to work under pressure in a regulated environment.
• Learning Agility
• : Quick adaptation to complex financial systems and concepts, with hands-on experience in logging and completing transfers.
• Technical Proficiency:
• Familiarity with tools like Excel, PowerPoint, and internal systems used for automation and reporting. Able to use arithmetical/numerical skills to undertake a range of basic calculations to support customer enquiries.
• About working for us
• Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
• We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
• We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.
• And it’s why we especially welcome applications from under-represented groups.
• We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
• We also offer a wide-ranging benefits package, which includes
• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 22 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies
• This is a once in a career opportunity to help shape your future as well as ours.
• Join us and grow with purpose.
• (Please note our roles can generate a considerable amount of interest and close early so don't miss out on this opportunity to apply today.)
• At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
• We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
• We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.