First Notification Customer Services Consultant

Responsibilities

• Work with your team to provide a crucial service to our customers.
• Listen and adapt your approach and style to the person on the other end of the line in a friendly and proactive way, chatting both verbally and online to build a good rapport.
• Demonstrate empathy and a real desire to help customers in difficult situations.
• Use emotional intelligence to put yourself in the customer’s shoes, ask probing questions to determine how we can best meet their needs.
• Show passion and dedication to deliver on promises and go above and beyond to ensure policy needs are met.
• Adhere to processes while thinking creatively on the spot when required, using judgment to do the right thing.
• Pay strong attention to detail and have excellent communication skills for written correspondence and phone conversations.
• Make sound decisions when registering new claims for customers via telephony and online, following first notification principles, routing claims accordingly.
• Handle difficult conversations when claims aren’t covered, showing resilience and the ability to deal with setbacks.
• Manage customer complaints in compliance with Lloyds Banking Group and regulatory expectations.
• Identify fraud, misrepresentation and non‑disclosure at first notification and route to the appropriate expertise.
• Embrace Lloyds Banking Group values, building an inclusive environment that values diversity and treats colleagues and customers with dignity and respect.
• Understand risk management policies to keep the business safe.

Qualifications & Attributes

• Phenomenal listener able to adapt communication style.
• Strong empathy and customer‑first mindset.
• Resilience and ability to handle setbacks.
• Customer‑focused complaint management skills.
• Risk‑aware and detail‑oriented.

Compensation & Working Hours

Salary: £26,200 – £35,789 (depending on customer service/insurance experience) plus benefits.

Hours: Full time, 35 hours per week, with a rotational shift pattern across operational hours (8 am – 6 pm Monday‑Friday, 9 am – 1 pm Saturday).

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