About Company

Lloyds Bank is one of the UK's leading financial services groups, with a rich heritage stretching back over 250 years. We are deeply committed to helping Britain prosper, supporting millions of individuals and businesses with their diverse financial needs. Our extensive network of branches, advanced digital services, and dedicated customer support teams ensures we deliver exceptional, accessible service across the entire country. At Lloyds Bank, we firmly believe in fostering a diverse and inclusive environment where every colleague feels genuinely valued, respected, and empowered to make a significant difference. We are steadfast in our commitment to investing in our people, providing comprehensive training and development opportunities that not only support immediate career growth but also long-term personal success. Join a dynamic team where your contributions are recognised and celebrated, and where you play a pivotal role in our overarching mission to be the very best bank for all our customers.

Job Description

Are you looking to kickstart your career in a dynamic, supportive, and highly structured environment? Do you possess excellent communication skills, a natural empathy, and a genuine passion for helping others resolve their financial queries? Lloyds Bank is actively seeking enthusiastic and ambitious individuals to join our dedicated customer service team as Call Center Trainees in Erdington, Birmingham. This represents a fantastic entry-level opportunity specifically designed for those with absolutely no prior experience in a call center or traditional banking setting. We offer a comprehensive and immersive training program tailored to equip you with all the essential knowledge, practical skills, and confidence you need to excel and thrive in this crucial customer-facing role.

As a Call Center Trainee, you will primarily serve as the first point of contact for our valued customers, assisting them with a wide range of enquiries. These can vary from routine account management questions and transaction queries to providing general banking information and guiding them through our various products and services. You will learn to expertly navigate our sophisticated internal systems, gain a deep understanding of our extensive product portfolio, and, most importantly, consistently deliver the outstanding, friendly, and efficient customer service that Lloyds Bank is renowned for. We are looking for individuals who are incredibly eager to learn, demonstrate resilience under pressure, possess strong problem-solving instincts, and are genuinely committed to making a positive impact on our customers' financial lives. This role offers a clear and well-defined path for progression within the bank, providing a solid foundation for a long and successful career in the challenging yet rewarding financial services industry. If you're ready to embrace a new challenge and grow professionally with a leading, established financial institution, we strongly encourage you to apply!

Key Responsibilities

• Participate actively in comprehensive training sessions to learn about banking products, services, systems, and customer service protocols.
• Handle inbound customer calls with professionalism, courtesy, and efficiency, addressing queries and providing accurate information.
• Assist customers with a range of banking needs, including account inquiries, transaction details, and general product information.
• Accurately document all customer interactions and resolutions in our CRM system.
• Identify and escalate complex or sensitive customer issues to senior advisors or relevant departments for resolution.
• Adhere strictly to all company policies, procedures, and regulatory requirements.
• Maintain a high level of customer satisfaction through empathetic listening and effective problem-solving.
• Continuously seek opportunities to learn and develop new skills within the role.

Required Skills

• Excellent verbal and written communication skills in English.
• Strong active listening and empathy skills.
• Basic computer literacy and ability to learn new software quickly.
• A positive attitude and a strong willingness to learn and adapt.
• Ability to remain calm and professional under pressure.
• Reliability and a strong work ethic.
• Strong problem-solving abilities.

Preferred Qualifications

• GCSEs (or equivalent) in English and Mathematics.
• Previous experience in any customer-facing role (e.g., retail, hospitality) is a plus, but not essential.
• Ability to work effectively both independently and as part of a team.
• Resilience and a proactive approach to challenges.

Perks & Benefits

• Competitive salary package with regular reviews.
• Comprehensive paid training program.
• Generous holiday allowance.
• Pension scheme contribution.
• Private medical insurance options.
• Employee assistance program for personal and professional support.
• Significant opportunities for career progression and development within a leading financial institution.
• Employee discounts on a range of products and services.
• Access to a range of wellbeing resources and initiatives.

How to Apply

If you are eager to start a rewarding career and meet the requirements outlined above, we encourage you to apply directly through our official careers portal. Please click on the application link below to submit your CV and complete the online application form. We look forward to receiving your application!