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Job Description Summary

Job Description

JOB TITLE: Senior Fraud Customer Service Advisor

SALARY: £26,990

LOCATION: Leeds

HOURS: Full Time

WORKING PATTERN: Early Riser:

• Start times between 7am and 9am and end times between 3pm and 5pm
• Maximum of 5 out of 7 days (based on a Monday-Sunday week)
• Maximum of 50% weekend days over a 4 week period

START DATE: 7th October 2024

About this opportunity

Do you want to be part of a team that makes a genuine difference to customers?

We're currently looking for caring people to join our contact centre teams to support customers from our Halifax, Bank of Scotland and Lloyds Bank brands.

Can you imagine what a worried customer is going through when they call about unknown transactions? You'll be trained to be able to actually fix the problem, there and then, to prevent financial crime and make a meaningful difference...

You'll take inbound customer calls and doing your best to help the person at the other end of the line (we also connect via social media, web-chat and remote advice video calls).

You'll care to understand what matters to them and if you don't know the answer then you'll have access to plenty of colleagues that do so you'll learn to become better every day...

About us

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too…

What you'll need

There's no need for any previous financial services experience...

We'll provide all the training you need around our products and services in a comprehensive 6-week programme and, when you're ready, extra training to support victims of fraud.

Crucially, you're a people person - working with your team to provide a really crucial service to millions of customers.

You'll want to put yourself in the customers' shoes, show empathy and be dedicated to resolving their query.

And you'll show the commitment to deliver on your promises and go above and beyond for your customer.

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

From 1st April your cash package will increase in line with an annual review of pay.

Want to do amazing work, that's interesting and makes a difference to millions of people?

Join our journey.

About our Wellington Place site...

With a track record for progressing our colleagues this brand new site in 2024 is conveniently 5 mins from Leeds' vibrant centre and takes pride in supporting local community and charities. It also makes the working day enjoyable with the following facilities:

• On site canteen
• Kitchenette areas on each floor with fridges and microwaves
• Shower, locker and changing rooms
• Rest areas including a returning parents room and prayer room
• Rooftop terraces

Surrounding Wellington Place:

• 70+ restaurants & cafes all within a 10 minute walk you will be spoilt for choice
• Great transport links - on park & ride routes, only 5-6 minute walk from Leeds train station, frequent bus services (many routes extend beyond the city, including to Bradford, Halifax and Huddersfield)
• Extremely well connected for cyclists - surrounded by fantastic cycle routes in and out of the city centre including the Bradford Leeds Cycle Superhighway as well as the Leeds to Liverpool Canal towpath

As one of the many benefits provided by Wellington Place, you can receive exclusive rewards, discounts and offers from your favourite locals places when you download the Wellington Place Reward app

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.