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Join our dynamic team based at Portway House, 1 The Pavilions, Preston, PR2 2YD, where your supportive nature and excellent conversational skills will help guide Lloyds Banking Group customers on their journey to financial health!
This isn't your average collections role – you'll be managing inbound calls, engaging with customers in various financial situations, and crafting personalised, affordable solutions to meet their needs.
What We’re Looking For
We’re looking for motivated, collections Banking Agents to join Lloyds Banking Group. In this role, you’ll play a vital part in supporting customers who may be experiencing vulnerability or financial difficulty. You’ll provide clear, compliant, and empathetic support, ensuring customers receive fair outcomes and feel understood at every stage of their journey.
- Strong communication and active listening skills, with the ability to engage sensitively with customers who may be vulnerable or experiencing financial difficulty
- A genuine commitment to delivering fair, respectful, and supportive customer outcomes
- The ability to work confidently within regulated processes, policies, and vulnerability guidelines
- Confidence using systems and technology to accurately record information and support customer needs
- A positive, resilient attitude with a willingness to learn and continuously develop your skills and knowledge
- A strong commitment to the role, including reliable attendance and punctuality, recognising the importance of consistent customer support and actively engaging in your own development journey through training, coaching, and learning opportunities
- Someone who is prepared to be coached, open to feedback, and comfortable with accountability to continuously improve performance and outcomes
Previous banking or contact centre experience is beneficial but not essential — full training will be provided, including support around identifying vulnerability and delivering appropriate customer care.
What You’ll Be Doing
Supporting customers with a wide range of banking collections queries, including those who may be in vulnerable or challenging circumstances:
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- Providing clear, accurate, and professional guidance, tailored to individual customer needs
- Identifying signs of vulnerability and taking appropriate action to ensure customers receive the right support
- Handling customer complaints with care and professionalism, taking ownership to investigate issues thoroughly and resolve them fairly and effectively
- Accurately recording customer interactions, actions, and decisions across multiple banking systems to ensure consistency, auditability, and quality outcomes
- Using systems and processes confidently to support decision making and ensure the right outcome is delivered first time
- Offering suitable solutions while balancing customer wellbeing with regulatory and risk requirements
- Working collaboratively within a supportive, high performing team to deliver positive outcomes
- Developing your understanding of vulnerability, financial wellbeing, and banking products through ongoing learning and training
Career Progression & Development
At LBG, your development matters. We are proud of our strong internal progression culture, with around 20% of colleagues currently on a progression plan into roles such as:
- Coach
- Trainer
- Subject Matter Expert (SME)
- Team Manager
You’ll be supported with structured learning, on-the-job coaching, and clear pathways to help you reach your career goals.
What You’ll Get
- On-Target Earnings (OTE) of up to £30,032, including performance-related bonuses in the first 12 months
- Guaranteed base salary of £27,032
- Up to £3,000 available through a range of bonus schemes
- Structured training programme with ongoing learning and development support
- Clear progression opportunities across multiple career pathways
- A supportive, inclusive team environment within a trusted UK banking organisation
- A meaningful role where your work genuinely makes a difference to customers’ lives
- The opportunity to work from home once you have successfully completed the training programme (approximately 22 weeks). You will be required to work full-time in the office until this point.
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What will happen next:
- Choose apply now to fill out our short application
- Your application will be reviewed by our recruitment team
- You will be invited to attend a video interview with a member of the recruitment team
- If you are successful at the first interview stage, you will be invited to attend an onsite assessment centre at our office in Preston.
Equal Opportunities
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.
Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work
Location: Preston, United Kingdom
Time Type: Full time
Contract Type: Permanent
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, we support primarily UK and European clients with people-based services underpinned by market-leading technology.
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