’We value diversity and always recruit on merit’
Inbound customer service role where agents will be dealing with existing customers of the bank across the UK.
The role played by the agent will be dealing with a wide variety of queries a LTSB customer may have. These range from account balance enquiries, product information, appointment booking, as well as general customer queries.
The agent would access the customers accounts by following a series of security checks and would then proceed through the call using the user-friendly computer systems.
Although essentially a customer service role, once the agent has become more confident with the position and the systems in place there will be sales-through-service attached to the role.
Sales-through-service means that during the call the agent would, in conjunction with Lloyds TSB intelligent computer system, identify any customer needs; these needs would be matched with a product which would in turn be offered to the customer by the agent resulting in a sale.
This facility is seen as an extension of customer service, and not as a dedicated sales function.
Reed - 2 years ago