Call Handler

Job Ref: LBG1905_PH_BA
Sector: Call Centre
Job Type: Temporary
Date Added: 09 September 2019
  • Edinburgh, City of Edinburgh, Scotland, Scotland Morrison Street Edinburgh EH3 8BW
  • £10.12 per Hour
    HOUR
  • Jillian Curran
  • 0131 2201255
Blue Arrow https://www.bluearrow.co.uk https://www.bluearrow.co.uk/-/media/bluearrow/logos/blue-arrow-logo-227x60.png

Quick Apply

Submitting application, please wait..

Request a callback

Send To A Friend

LBG1905_PH_BA
Job Title: Call Handler
Location: Port Hamilton 67 Morrison St, Edinburgh EH3 8BW
Pay Rate: £10.12ph - Potential performance based pay rise after 6 months Contract Term: Temporary - Minimum 6 month contract - Permanent prospects are high Working Times: Shifts variable between Monday to Friday 8am - 6pm & 1 in 5 Saturday's 9am - 1pm
Benefits:
· Full paid training
· Competitive pay rate/Pay progression
· Overtime and bonus incentives
· Instant access to Blue Arrows online training portal
· Instant access to online retail discounts
· Annual Bonus

If you have a passion for people and can build lasting relationships with customers, then why not become part of Lloyds Banking Group, a values-led organisation that is renowned for putting customers at the heart of everything it does.

Working in a small team of 8-10 people and reporting to the Team Manager, your working day involves responding to a range of queries that customers may raise, carrying out complex clerical and technical support for customers and colleagues, as well as providing coaching support to less experienced team members.

Variety is the key to keeping any role interesting, so it is good to know that your role as a Call Handler is diverse with an array of queries and support requests coming in keeping your days varied and you busy.
Working as a Call Handler (Customer Service Representative) for Lloyds Banking Group you will receive a competitive income, structured hours, excellent temporary to permanent prospects and performance based pay rewards.

As a natural people person who is great at talking, enjoys helping and generally likes to make a difference to someone's day you will excel in your new role responding to a range of telephone and digital enquiries alongside completing various admin based tasks.
You do not need any formal qualifications to be a Call Handler (also known as a Customer Service Representative or Advisor), your natural people skills and confidence in your own judgement is much more important in a role like this as is a good knowledge of basic Microsoft Word, and Excel and an excellent telephone manner.
A strong background in customer service, telephone support or call handling is advantageous but if you're used to dealing with customers whether it is face-to-face or over the phone in any capacity then you have the potential to become an exceptional Call Handler. You will be well looked after, Lloyds Banking Group is committed to supporting you through excellent in-house training and personal support teaching you everything you need to know.
Finding the right balance between your work and your lifestyle is really important but we know it is not always easy, that is why we want to draw special attention to the shift patterns available for this role. The shift pattern covers Monday to Friday 8am - 6pm with 1 in 5 Saturday morning shifts working 9am - 1pm. If you are interested in this role but are concerned about your availability reach out and talk to us.
Your place of work will be Lloyds Banking Group, Port Hamilton in the EH3 (Fountainbridge) area of Edinburgh. The location is supported by great transport links so getting to work is easy via public transport. The workplace benefits from an onsite canteen featuring a Starbucks and communal breakout areas for all staff to use.

If you are looking to the future, then it is good to know that career progression prospects are high with this employer. They have been supporting customers, colleagues, communities and businesses in the UK for over 320 years and are renowned for taking high performing staff on into permanent roles.

The recruitment process will be conducted through a welcome workshop. It is important that customers know that the people handling calls, enquiries and account administration duties can be trusted with sensitive and personal data and so a vetting process for candidates is in place. Part of this is ensuring that candidates have a clear credit and criminal record. Once you have passed this vetting process you have the chance to join the team and get started providing a professional and helpful service every time, for this bank's amazing customers.

Role Responsibilities

· Complete telephony, digital and admin-based tasks to service banking customer and colleague queries.
· Take ownership of problems, solving them at first point of contact and escalate when required.
· Build long lasting professional relationships with peers to clarify facts, exchange information and assist each other in resolving enquiries.
· Handle customer data ethically and in accordance with the FSA requirements.
· Contribute to the continuous improvement of the banking group by identifying and taking ownership of opportunities for improvement to the processes you use, the services you will provide and the values you can add.
· Demonstrate consistently Lloyds Banking Group's values and behaviours.
· Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development.
· Support the wider team to ensure that performance standards and business objectives are met.
· Personally, contribute to an environment where colleagues want to work and where customers feel valued.
· Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for customers in line with specified process and procedures.
· Contribute to the completion of the team's workload and where required verify and check the work of other colleagues.
General Skills
· Excellent communication - oral and written.
· Embrace 'in the moment' coaching to develop your skills and knowledge.
· Continuous improvement mind set.
· Take ownership of customer requests.
· Maintain operational accuracy.
· Ability to make good decisions for customers using sound judgement - understanding customer, colleague and business impact.
· A keenness to develop a deeper level of expertise in all areas of Lloyds Banking Group's end to end goals.
· Adaptable to change and willing to embrace new ideas.
· Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.
· Positive and approachable manner.
· Motivated team player.
· Previous customer service, call handling or telephone support experience.
· Clear credit history & clear criminal record.
As a Call Handler for Lloyds Banking Group, you will benefit from the support that helps you take ownership of your own personal development and training.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
Blue Arrow
07/10/2019 09:00:00
GBP 10.12 10.12