Customer Experience Assistant

End Date

Salary Range

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Job Description Summary

Job Description

• JOB TITLE: Customer Experience Assistant
• SALARY: £25,517 plus On-Call payment. 
• LOCATION(S): Basildon, Essex.
• HOURS: Full-time – 35 hours a week plus inclusion on an out of hours rota. 
• WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at one of our office sites.

About this Opportunity

Part of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.

Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for a Proactive Servicing Specialist.

Purpose of the Role

To deliver a seamless merchant experience by proactively supporting customers post-onboarding, reducing friction, and enabling self-service. In addition, the role will ensure effective engagement with customer feedback by managing Trustpilot reviews, reinforcing Lloyds Banking Group's ambition to be digitally led and customer-centric.

Key Responsibilities

• Customer Enablement
• Conduct proactive outreach to merchants post-onboarding to ensure smooth activation.
• Identify and resolve frictions in the join journey.
• Provide guidance to help customers make informed choices and build confidence in self-service tools.
• Operational Delivery
• Execute contact strategy timelines (welcome emails, outbound calls, trigger calls).
• Monitor speed-to-transact and intervene where necessary.
• Maintain accurate records of customer interactions and outcomes.
• Support with the creation and implementation of the OOH incident model.
• Trustpilot Review Management
• Respond promptly and professionally to Trustpilot reviews (positive and negative) to demonstrate responsiveness and care.
• Acknowledge feedback and address concerns where required, ensuring tone aligns with brand values.
• Use insights from reviews to identify service improvement opportunities and feed into continuous improvement plans.
• Collaborate with internal teams to resolve issues highlighted in reviews and close the feedback loop.
• Performance Management
• Drive improvements in Net Promoter Score (NPS) and reduce complaints year-on-year.
• Support strategic goals of reducing attrition and increasing activation rates.
• Contribute to achieving financial targets.

 Why Lloyds Banking Group

If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that's shaping finance as a force for good. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need

• Strong customer service and relationship management skills.
• Ability to analyse customer behaviour and identify pain points.
• Excellent communication skills for proactive engagement.
• Familiarity with digital tools and self-service platforms.

And any experience of these would be really useful

• Experience in merchant services or financial services preferred.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it's why we especially welcome applications from under-represented groups.

We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

•

22 days' holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch.

We'd love to hear from you.

(Please note our roles can generate a considerable amount of interest and can close early so don't miss out on this opportunity to apply today.)

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.