Customer Service Advisor

Job Title: Customer Service Assistant

Location: Edinburgh (Gyle - EH12 9EB)

Contract : Temporary (8 months with possibility for extension)

Start Date: 19th October 2026

Working Pattern: Full-time, Monday to Friday, Rotation Shifts of 8am - 4pm, 9am-5pm, 9.30am-5.30pm and 10am-6pm

Pay Rate: £14.40 per hour

Office based 5 days per week, for initial 6 months, then 3 days a week from home (subject to eligibility and manager sign off).

About the Opportunity

Do you have a curious attitude and a passion for being part of a successful team? If so, we would love to hear from you! Lloyds Banking Group are recruiting now for Customer Service Assistants to join their Homes Operations Mortgages New Business Team

Based in or contact centre, the nature of this role to provide an enhanced service to our customers on a range of mortgage products over the phone. The core purpose of the role is to support our customer journey of 'Help me own a Home'. As part of the team, you will be taking incoming calls from our valued customer base and providing the highest level of service through a breadth of decision-making across multiple brands.

Full training will be given through a mix of classroom based sessions, online learning, shadowing and buddy systems. You will be supported every step of the way while you learn about our wide range of lending products and brands.

Key Responsibilities

Acting as first point of contact via phone to a large customer base.

Using your judgment to make complex decisions.

Building strong relationships with brokers.

Deliver a positive customer experience in colleague and customer interactions by phone, email or letter.

Accurately calculate affordable lending checks

Support affordability requests.

About our client

Lloyds Banking Group is focused on ensuring inclusivity and building an organisation that reflects modern society and celebrates diversity in all its forms. With great colleagues and a multitude of career opportunities, you'll find a supportive and inclusive environment where you can thrive.

Requirements

Able to adapt to new challenges

Highly curious and enjoys exploring beyond the original question to unearth customer insights and identify improvements.

Ability to work at pace and can successfully deliver against targets.

Strong Customer Service skills as well as excellent verbal communication when sharing ideas and proposals for improvements.

Benefits

Location close to public transport links

First-class support and training for all colleagues

Opportunity for growth within the company

Comprehensive training and ongoing support to ensure your success

A vibrant and supportive team environment

Opportunities to develop your skills in the financial services industry

Weekly Pay

Online payslips

Dedicated aftercare team

Annual leave allowance of 32 days per year

Employee Assistance Programme

Access to Able Futures

Eyecare vouchers

Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more

Smart Spending App

Workplace Pension scheme

At our client's organisation, we are committed to fostering an inclusive and diverse workplace. We celebrate individuals from all backgrounds, cultures, and identities, and welcome applications from under-represented groups.

We are disability confident and can make reasonable adjustments to our recruitment processes upon request.

If you are excited about the opportunity to join our client's team as a Mortgage Consultant and make a difference in the lives of our customers, we want to hear from you. Apply now and take the next step in your career!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.