End Date

Friday 16 October 2020

Salary Range

£18,234 - £20,260

We support agile working – click here for more information on agile working options.

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

The Stockbroking Team sits within Pensions and Investments within the Insurance and Wealth division, our objective is to become the best financial planning, long-term savings and retirement partner for our customers by 2020. This will be achieved by strengthening our long-term customer relationships by supporting our customers to plan and manage their long-term savings, investment and retirement needs easily. As well as transforming customer engagement through personalised, digitally-led content.

As a Stockbroking Dealing Assistant you will be part of a Top UK Execution Only Stockbroker Team. Working in a customer orientated environment you will undertake a variety of tasks within a highly regulated business.

Using your excellent customer service skills you will be working in our COVID Secure Leeds Contact centre and will often be the first points of contact for our customers, helping them resolve issues either via the telephone or Webchat. Attention to detail is key, as is the ability to keep a focus on customer outcomes. Once fully trained there maybe options to work from home which can be discussed on an individual basis. You will require a stable internet connection and a suitable place to work in your home, all equipment will be provided.

Right from the start, we’ll give you full training and all the support you need with a 5-6 week Monday to Friday, 9:00 am to 5:00pm Induction Programme. This will be followed by a further on the job telephony training by your Team Manager, where you will be supported whilst you learn. During this time you will be given all the coaching and development you need to achieve your competency. We will help you to obtain a full understanding of our operational policies and procedures plus give you an awareness of regulatory practices and constraints. So you don’t need previous experience of stockbroking finance or banking however some knowledge and experience of in a telephone based role is a plus.
Our working patterns are between 8 am to – 9:00pm Mon – Fri You will be asked to work across a six week shift pattern with one evening (until 9.00 pm) and one Saturday (until 12:30 pm).

So if you have a minimum of a Grade C in Maths and English along with a strong customer centric approach, a willingness to take ownership to resolve customer queries and an ability to collaborate across teams to provide assistance on customer queries we would welcome your application.

Please note if we receive a large volume of applications the advertising may close earlier so don’t delay in submitting your application.

Job Description

Deliver first class customer service through the provision of accurate, professional and friendly contact over the phone to a wide range of customer enquiries that cover the range of products and services offered by HSDL including ISA's, Self-Invested Personal Pensions and Online Investment Accounts, across multiple Lloyds Banking Group Brands.

Ensuring that all transactions are accurately recorded in accordance with internal processes and procedures

Work within the parameters set by your Team Manager to meet your work allocations, personal and professional development targets

Build relationships typically at peer level across the business in order to clarify facts, verify technical details, exchange information or resolve enquiries and issues. You will be expected to escalate these as appropriate.

Record all customer complaints received in line with the group complaints handling policy, take ownership for resolution and resolve complaints, 80% of which should be dealt with at first point of contact (FPOC) or within 48 hours, identify root cause and work with the relevant business team to address this

Be self-sufficient to build knowledge of the London Stock Exchange, International Stock Markets and all aspects of trading equities. To ensure that this is kept up to date from all relevant sources, and be motivated to supplement and maintain your own Continuous Professional Development in this area

When required demonstrate the flexibility to support other business areas
Be a true advocate of HSDL & LBG values by promoting and demonstrating them in everything you do

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'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.