Customer Service Assistant

Pontoon • Temporary • Edinburgh, City Of Edinburgh, Scotland, United Kingdom • £14.40 / hour • 3d ago

Customer Service Assistant - Edinburgh

The rewards

£14.40 per hour
Weekly pay
Holiday allowance
Free onsite parking
Location close to public transport links
Flexible benefits including discounted shopping, attraction tickets and travel
First-class support and training for all colleagues
Opportunity for growth within the company
Wellbeing support through dedicated apps and Employee Assistance Programme

Hours

Monday to Friday, 8am – 6pm shift rotation
1 Saturday every 4 weeks, 9am – 4pm, with a day off in lieu during the week

The role of Customer Service Assistant:

Case ownership including liaising with a wide range of customers on products, brands, propositions, and systems
Acting as first point of contact via phone to a large customer base
Using judgment to make complex decisions
Building strong relationships with brokers
Delivering a positive customer experience via phone, email or letter
Accurately calculating affordable lending on complex scenarios
Supporting affordability requests
Identifying and raising ideas for continuous improvement to enhance the customer and colleague experience

The ideal Customer Service Assistant:

Able to adapt to new challenges
Highly curious with an ability to explore beyond the original question to unearth customer insights
Ability to work at pace and deliver against targets
Strong customer service skills and excellent verbal communication

Temporary contract ending 31st December 2026, with a start date of 13th July 2026.

Based at Edinburgh Ettrick House, office-based 5 days per week for the initial 6 months, then 3 days per week from home (subject to eligibility and manager sign-off).

The role sits within Lloyds Banking Group's Homes Operations Mortgages New Business Team, supporting mortgage brokers and advisors across multiple brands.

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