Customer Service

Customer Service

Department Overview

Our vision is to be the best and most responsive customer service organisation in the UK, particularly for handling complaints.

To do this we are working hard to deliver exceptional performance through learning and getting feedback from our customers and colleagues, building internal partnerships and strong external relationships with our regulator and ombudsman.

We aim to always do the right thing for our customers.

Best Bank for Customers

Our success is a critical component in the Group achieving its vision of becoming the best bank for customers. The way we handle complaints is vital to establishing and improving the Group’s reputation.

Customer Services is currently located in multiple sites throughout the UK, each specialising in complaints for different product areas or channels.

Meet our Colleagues

Our colleagues come from all walks of life, all dedicated to putting our customers at the heart of what they do. Find out what they have to say about working at Lloyds Banking Group.

See what our colleagues say

What we expect

We aim to resolve complaints as soon as possible for our customers. Based in one of our teams, you’ll talk to our customers over the phone to understand the nature of their complaint and what you need to do to put things right. Every call is different, and it will be your job to help our customers and ensure that they receive a fair outcome to their complaint.

Because what we do matters to customers every role in our team is built on a passion for putting customers first, recognising the importance of working collaboratively as part of a team. We need people who can earn a great reputation for the highest standards of responsible behaviour – where being a responsible business drives decision-making and helps put into practice our commitment to strive to always do the right thing.

Chartered Banker Foundation

Our colleagues in customer facing roles are assessed against the Chartered Banker Foundation Standard annually.  The standard supports our vision to become best bank for customers, making sure we have the highest professional and ethical standards in place. Achievement of the Standard recognises that you demonstrate all the right behaviours, knowledge and skills in your day-to-day role. 

You can find out more here

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