Join Lloyds Banking Group as a part - time customer support representative in Lincoln. Provide face - to - face support while learning and growing within the organization.
About the role
- Customer Service Specialist within Zopa's point of sale team managing customer inquiries. Handling complex queries, supporting outsourced partners, and improving customer experience.
Responsibilities
- Handle a high volume of inbound and outbound customer interactions via phone, chat, and email.
- Resolve customer queries across a range of banking products and services (primarily Point of Sale) — often on first contact, or through follow-up until resolution.
- Investigate and follow up on complex issues, escalating to relevant teams when necessary.
- Maintain service quality and meet SLAs (service level agreements) to ensure timely resolution.
- Collaborate with internal teams to advocate for customers and enhance service delivery.
- Support continuous improvement initiatives across service processes and customer journeys.
- Provide tailored, empathetic solutions by understanding customers’ individual circumstances.
- Promote digital self-service tools and guide customers through mobile and online banking.
Requirements
- Proven experience using telephony, chat, and social platforms to deliver exceptional customer service
- Strong customer service focus with a customer-centric mindset
- Comfortable working in fast-paced, high-pressure environments with frequent change
- Proactive in identifying and implementing more efficient ways of working
- High attention to detail, ensuring consistently accurate and high-quality output
- Self-motivated with a strong willingness to learn and take initiative
- Excellent organisational skills with the ability to manage multiple priorities effectively
- Strong written and verbal communication skills, coupled with confident interpersonal abilities
- Proficient in Microsoft Office applications (Outlook, Word, Excel)
- **Desirable: **Experience within the financial services industry
- Familiarity with FCA regulations and industry compliance requirements
- Exposure to banking operations and/or working within a FinTech environment
- Understanding of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products.
Benefits
- Flexible ways of working
- Face-to-face collaboration
- Work-life balance
- Option of working from abroad for up to 120 days a year
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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