End Date
Sunday 07 May 2023
Salary Range
£24,579 - £27,310
Agile Working Options
Other Agile Working Arrangements / Open to Discussion
Job Description Summary
Supports new and existing customers with their financial and service needs and delivers an excellent customer experience. Helps Britain and Northern Ireland prosper by maintaining and deepening customer relationships with the Bank 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
Transport is a key part of both Consumer Lending and Group Chief Operating Office , the largest divisions in Lloyds Banking Group. We help our customers by fulfilling their mobility needs through both the Lex Autolease and Black Horse brands by providing cars, vans, caravans and motorbikes and/or the finance for them.
We strive to deliver customer service excellence that responds to constantly evolving customer needs. If you’re curious, capable, driven and adaptable – then we want to hear from you.
We’re recruiting for a Specialist Commercial Vehicle Advisor who will be responsible for providing excellent service delivery to our Corporate customer base. In this role, you’ll be responsible for providing specialist commercial vehicle support to Corporate customers for designated accounts.
You will lead the customer relationship, carrying out specific tasks that make the best use of your individual skills (in line with business needs) to help the wider department.
You will be responsible for the commercial vehicle builds and vehicle renewal management process, ensuring alongside our fleet engineers we understand the customer needs and proactively support them through the everchanging market conditions. This involves liaising with drivers and fleet contacts to secure new vehicles, alongside identifying and maximising growth opportunities.
Proactively drive curious initiatives, designed both to enhance the customer journey and experience
Supporting the Customer Relationship Manager in their customer strategy, sharing knowledge and building sales plans in alignment, whilst maintaining all supporting documentation
Involvement in adhoc departmental projects which impact across the department’s teams
Evidence compliance with regulatory and legislative requirements including TCF principles, promoting the fair treatment of customers in decisions and actions undertaken
Proactively manage the vehicle renewal system to reduce overdue contracts and support fleet retention
Maximise opportunity and conversion through effective customer conversations
Build strong credible relationships with your customer base, third party suppliers and internal Customer Relationship Managers
Proactively maintain and enhance your upskilling to achieve competency in role
Support wider department colleague coaching on low complexity vehicle builds
Develop a good understanding of employee tax legislation, car policies and procedures and be able to explain these at driver and fleet manager level
This role will suit a confident and passionate individual who is naturally able to effectively prioritise daily workloads and enjoys building strong relationships with key stakeholders. Someone who is adaptable and dynamic, along with being able to work in a fast past environment. You’ll need to be confident in managing customer queries via the telephone and via email, aiming to resolve where possible at first point of contact.
Each customer account offers different challenges and opportunities bringing variety to workloads. In addition vast opportunities to release your inquisitive nature to continuously challenge and enhance our customer experience. The ability to build strong, long lasting relationships with both internal and external stakeholders is critical to the role and a key driver to its success.
In return, the role will provide the opportunity to learn new skills and to work in a fast paced but collaborative work environment. You’ll be part of an encouraging team who work in a variety of flexible ways to accommodate work-life balance. We have a truly inclusive culture and greatly value the diversity of thought to really make a difference for our customers.
We’d welcome applications from people who have experience in customer service and managing customer relationships.
In return for your expertise, what will you get from us?
You’ll enjoy the benefit of a hybrid working style, flexing between working from home and the office hub in Cheadle (please note your first three months could be office based due to training). We recognise that in order to attract the best people we need to be flexible – we know that ‘normal’ office hours aren’t always doable! Whilst we can’t accommodate every flexible working request, we are always open to conversations around working patterns.
We'll provide an initial cash package of c£25,451 comprising a full time equivalent basic salary of c£24,579 and a Flex cash pot of £983.
And there's also an annual bonus opportunity of up to 10% of salary (up to c£2447) each year.
If you want to be part of an inclusive, values-led culture that celebrates diversity and equal opportunity – then we look forward to hearing from you.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. 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 keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
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.