Conduct Service Oversight / Remediation Tester

Lloyds Banking Group

Location: Brighton and Hove, Cheshire West and Chester, Fife

Job Type: Full time

Last updated

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

End Date

Thursday 30 June 2022

Salary Range

£23,184 - £25,760

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

Together we make it possible.

At Lloyds Banking Group, we are driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you will 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 are 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 are building a truly inclusive workplace where all our colleagues have the opportunity to make a real difference.

Job Description

We are looking for a Conduct Service Oversight / Remediation Tester to join our team within Customer Financial Assistance (CFA)

Our purpose is clear, we are here to help get our customers in financial difficulty back to financial health as quickly as possible.

A highly motivated individual with emotional intelligence and a passion for helping our customer’s. As a Conduct Service & Oversight / Remediation Tester you will be responsible for providing independent and consistent quality control of the end-to-end journey for our customer’s. You will also provide our telephony colleagues with effective feedback following outcome testing to support them to learn and develop. You will need to be able to communicate effectively and work closely with many internal customer's, maintaining good working relationships. You will adhere to policies and procedures, role model our values and behaviours and be keen to deliver excellence along with daily risk management. You will contribute to the development of our systems and processes to ensure we continue to always provide exemplary service to help Britain prosper.

And with an employee benefits package you can tailor to suit your lifestyle a Conduct Service Oversight / Remediation Tester role in Lloyds Bank brings many exciting rewards!

Are you interested in:

  • Playing a vital role within CFA providing colleagues with effective feedback to help drive fair outcomes for our customer’s?
  • Using your judgement and decision making in analysing and interpreting complex information and data throughout the customer journey?
  • Contacting customer’s when necessary to generate the most effective and efficient solution?
  • Building good working relationships and working collaboratively across teams?

Essentials

  • Experience of providing excellent customer service
  • Good verbal, written, presentation and communication skills
  • Have an empathy and passion for helping customer’s
  • Experience of analysing information/data
  • Experience of working collaboratively within a team
  • Ability to make decisions utilising internal polices & procedures
  • Be able to identify potential risks, ensuring this is captured through outcome testing

Desirables

  • Experience in a telephony environment
  • Experience of providing verbal feedback

This is a fantastic opportunity to join an energising and lively environment that has a passion for helping our customer’s! In return for your expertise, your ongoing personal and professional development will be supported. Here, you will grow as a person and develop your career. As a valued member of our team, we will support to grow and advance you through excellent training and progression opportunities. Our customers’ experience and success starts with yours!

You will receive the following benefits package:

  • Discretionary performance share bonus
  • A generous pension contribution
  • 30 days leave plus bank holidays
  • Private Health Cover
  • Access to Share schemes
  • Flex cash pot of 4%, which you can take as cash or spend on a wide range of options such as buying extra or selling holidays to suit from your 30 days leave (pro rata but including bank holidays), extending the private medical cover you’ll receive to family member and much more!

We also have a number of free health and well-being offerings as well as generous maternity/paternity/adoption leave policies.

So you can be sure we're investing in your future.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

This role location is flexible, but travel to a CFA site (Hove / Chester / Pitreavie) will be required. You will have a home base site which is your nearest CFA site and you will be responsible for travel costs.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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.

You’ve got this!