Customer Service Review

My job role is a customer service advisor in telephony at Lloyds Banking group. My tasks are mainly servicing customers accounts to ensure all their banking tasks are completed efficiently. I liase with customers and other colleagues in doing this. My responsibilities are in line with ensuring fair customer outcomes on calls and full confidentiality in customers details. I enjoy this role as it provides new challenges daily.

Before this role I had never worked in a role in telephony, although I had worked in customer service roles face to face for many years. This role has provided me with key skills in a call centre/office environment. There is training regularly to make sure all processes are kept up to date and this has also given me experience within the financial sector.

I enjoy this programme as I feel it is giving me more skills that I have never had before within a career driven site with many opportunities to progress. I feel the apprenticeship is in line with this and will only provide more key skills to increase the chance of progression.

Lloyds Banking Group makes me feel valued in the feedback I get from my manager and recognition when feedback is received from customers. There are many different options to become champ of activities and these are handed out by TM to push me to become a bigger part of the business.

The programme is very organised and very well structured and my learning tutor is very helpful and accomodating to any concerns or help that I need. I have regular time with my tutor to go over workbooks and help with studying and support and this is all organised exceptionally well.

My training provider provides alot of support in my course. She is always available to help, whether that is in person or through phone/email and is always willing to help whenever she can. It is excellent in this regard. I always feel like I can ask for help and support and it is always available with no qualms.

My employer is very supportive in completing this course and regularly books me time out in work to help me complete the work books as it is a little difficult to do this within home life! My manager is very supportive in helping me complete the course and is always asking how I am doing and providing help when I need it.

My salary is on full wage and therefore all costs involved with living and travel are easily covered. Upon times when the apprenticeship program requires us to go to another city our workplace will cover costs of travel which makes things easier for us and more accessible.

The group does have opportunities outside of work and these can be due to the apprenticeship program and just part of the group. We have recently been on a mid year apprenticeship day in Birmingham which was motivating and insightful. Aside from this our workplace offer "Days to make a difference" in which we help out local charities and communities.

Yes

There are many opportunities to progress within Lloyds Banking Group if you wanted to build a career. There are many different roles to move into within the financial sector. The apprenticeship program is also fantastic to teach you skills that you otherwise may not know within the sector and the help and support within the role is fantastic.

When applying to the group I would recommend to be yourself as the workplace is very diverse and welcomes all walks of life. The assessment day included many different forms of assessment included group activities and roleplay in a telephony role. I would advise to just be confident and take on board any feedback you get within the interview and use the feedback to improve.