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Senior Fraud Customer Service Advisor – Contact Centres Full Time

at Lloyds Banking Group Belfast in Belfast (Published at 16-05-2022)

End Date
Sunday 05 June 2022
Salary Range
£19,350 – £21,500
Agile Working Options
Flexible / Variable Hours
Job Description Summary
Supports new and existing customers with their financial & service needs via a range of channels where appropriate, and delivers an excellent customer experience. Helps Britain and Northern Ireland prosper and ensures customers receive fair outcomes, are dealt with efficiently and referred to the correct person or channel where appropriate, including our vulnerable customers. Acts in line with the Group Values, Behaviours and Codes of Responsibility and supports LBG priorities
Job Description
Senior Fraud Customer Service Advisor ? Contact Centres
Site: Belfast, Cromac Place
Start Date: Monday 25th July 2022
Shift Pattern: Flexible Mixed
Homeworking: Option to work from home after initial 3 month training and supervision*
We?re currently looking for caring people to join our Contact Centre teams in our Fraud & Disputes department to support customers from our Lloyds Bank, Bank of Scotland and Halifax brands.
And beyond the satisfaction of helping people a role with us brings other rewards?
We’ll give you an initial cash package of £22,136 comprising a full time equivalent basic salary of £21,285 and a Flex cash pot of £851.
This pot 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, including bank holidays) – ideal for half terms or that mini break.
  • Extending the private medical cover you’ll receive to family members.
  • A Flex Card providing up to 15% discount with over 70 well known retailers.
  • Tax/NI efficient electric vehicle (or bike) purchasing schemes paid through your monthly pay – supporting sustainability!

In addition, you will also be eligible for an annual bonus opportunity & after 6 months (subject to attaining competence) you will receive an uplift in your basic salary. This will bring the total cash package to £23,366 comprising a full time equivalent basic salary of £22,468 and a Flex Cash pot of £898.
You’ll also get the following:
  • Various share schemes (including free shares)
  • A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
  • Private Medical Cover administered by BUPA (excess may apply)
  • Further everyday discounts on the weekly food shop, travel and electronics/mobile through our PerksAtWork scheme.

We also have a number of free health and well-being offerings and generous maternity/paternity/adoption leave policies.
Everything is geared to suit your lifestyle… and you can also be sure that we’re investing in your future.
If you care about making a difference to people and you think you can do this amazingly over the phone then this could be the opportunity you?re looking for…
So what’s involved?
You?ll be taking 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 take the 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?
From day one we’ll teach you all about our products and processes and you’ll learn how respond to queries quickly and become better every day…
What skills are we looking for?
  • Crucially, you?re a people person – working with your team to provide a really crucial service to millions of customers.
  • The passion to put yourself in the customers’ shoes, show empathy and be dedicated to resolving their query.
  • Take ownership of customer Fraud & Disputes concerns, using appropriate skills, personal judgement & decision making in an efficient and effective manner, providing the highest level of customer service.
  • The commitment to deliver on your promises and going above and beyond for your customer.

No need for any previous financial services experience – we?ll provide all the training required across a comprehensive training programme.
We’ll just need you to commit to a specified shift pattern for a minimum of 12 months (after which you can request a change to your working pattern to suit you).
We’re passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families.
Just let us know if any reasonable adjustments are needed to our recruitment processes and we’ll try to accommodate them…
So if you have the passion for helping people we?re looking for then we?d love to hear from you…
Our roles often generate a lot of interest and can close early so don’t miss this chance to apply!
  • At present colleagues can request to become Home Workers from 3 months tenure, which is subject to Senior Manager approval and satisfying performance behavioural requirements.

Flexible Mixed pattern:
  • This is a full time (35 paid hours per week) shift pattern called ?Flexible Mixed?
  • It is flexible from the premise that start / end times and non-working day days change from week to week based on customer demand however you will be given notice of your pattern on an 8-week rolling basis enabling you to plan activities outside of work
  • The pattern has various start times between 7am and 12noon
  • You will be required to work a maximum of 5 days out of 7 days (based on a Monday-Sunday week)
  • The pattern has various finish times between 3pm and 8pm. There will be no working post 8pm
  • Over a 4-week period you will also be required to work a maximum of 2 weekend days ? these could be a Saturday and or a Sunday and will be placed in any combination that best suits the customer (when you work a weekend day, your non-working days in that week will be based on customer demand)

You will train & work from our state-of-the-art Belfast Contact Centre which is based in the Gasworks. This central location is accessible via local bus & train services. In addition this site also offers:
  • free on-site car parking
  • an extensive canteen offering which includes a Starbucks? coffee dock
  • break out areas with pool table, TVs, games consoles etc.
  • quiet reflection rooms
  • a kitchenette area on each floor which is equipped with a fridge & microwaves
  • on site showers & changing facilities

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.

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