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Job description

JOB TITLE: Senior Fraud Customer Service Advisor

SALARY: £26,990

LOCATION: Newport

HOURS: Fulltime (35hrs)

WORKING PATTERN: 4 Days Week Days

• Start times between 8 am and 10 am and end times between 5:45 pm and 7:45 pm
• Maximum of 4 out of 7 days (based on a Monday-Sunday week)
• Maximum of 50% weekend days over a 4-week period

START DATE: 10th February 2025

About this opportunity

Do you want to be part of a brilliant team who are passionate about delivering best in class service to our customers, both now and in the future?

We are currently looking for motivated individuals to join us and help support customers from our Halifax, Bank of Scotland, and Lloyds Bank brands.

Can you imagine what a worried customer is going through when they call about unknown transactions? You will be trained to be able to solve the problem, there and then, to protect our customers and the bank from harm. The work you do will have a huge impact.

You will take inbound customer calls, utilising several systems to help protect, preserve and recover our customer's money, supporting our customers in moments that matter and offering a clear, concise resolution to customer issues.

You will begin to understand what matters most to them and if you don't know the answer then you'll have access to plenty of colleagues and resources to help you become better every day...

About us

Like the modern Britain we serve, we are evolving. Investing in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers.

What you'll need

There's no need for any previous financial services experience... We'll provide all the training you need around our products and services in a comprehensive 6-week programme to enable you to support victims of fraud. This position is primarily a home working role, following completion of the  onsite training and  the necessary checks.  

As such, we're looking for people who have a suitable home working environment including a private area to take inbound calls and a stable/secure WIFI connection to be able to serve customers when they need us most.

Crucially, you're a people person - working closely with your team and other departments to provide a really pivotal service to millions of customers.

You will want to put yourself in the customers' shoes, show empathy and be dedicated to resolving their queries. And you'll show commitment to deliver on your promises and go above and beyond for your customers.

You will need an eye for detail to identify the latest fraud trends and scams and the ability to learn how to best utilise several fraud systems while performing well in a fast-paced environment.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We have a range of colleague networks free to all colleagues, and each of them offers a range of opportunities and events, including mentoring, career development, networking, and access to role models. Joining a network can also help increase understanding of the personal challenges facing some colleagues and how best we can all support each other. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups.

We're disability confident. If you require reasonable adjustments to be made to our recruitment processes, just let us know.

Successful colleagues will be advocates of Lloyds Banking Group's products and services and will become subject matter experts for our banking app and products by demonstrating excellent knowledge of our products and services.

We also offer a wide-ranging benefits package, which includes:

• A market-leading pension contribution of up to 15%, meaning by paying 6% into your pension, you save a massive 21% each year for later life.
• Company paid Private medical benefit through BUPA.
• Annual Bonus scheme
• 12 Benefits you can adapt to your lifestyle, such as discounted shopping at hundreds of UK retailers and cycle2work.
• 22 days holiday, with bank holidays on top and the opportunity to buy even more.
• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work that is interesting and makes a difference for millions of people? Join our journey.

 Looking to progress in your career? Look no further and join our fraud team at the Tredegar Park site!

About our Tredegar Park site…

We have an amazing record of accomplishment for developing our colleagues to the highest level.

Our values are the foundation of our culture. We are a welcoming and inclusive office. We have a prominent level of trust with our advisors with a level of autonomy and collaboration to ensure we are best serving our customers and rewarding our advisors for a job well done. We have a passion for development, and our pioneering site has award-winning teams and leadership to help you progress in your career, including access to apprenticeship schemes, development mentors, catalyst roles, and so much more!

It is not just a site for work but also offers: 

• An extensive canteen 
• A kitchenette area on each floor which is equipped with a fridge & microwaves.
• Free hot and cold drinks and a range of vending machines
• On-site car parking with 6 EV charging spaces
• Break out areas equipped with TVs, etc.
• Onsite Gym with shower & changing facilities
• Prayer & Quiet reflection, returning mothers and First Aid rooms
• Good travel networks (Newport City Central train station 3.2 Miles from the office)
• Lots of green spaces to enjoy around the site and woodland walks