Lloyds Banking Group

Change Management.
• I was heavily involved in numerous change deployments over the years always adhering to the required standards in terms of procedure to follow i.e. SOX and have developed knowledge around both Remedy SMART and HP SM7 systems in terms of managing change/ incidents and problems.

Financial analyst.
• Stepped up to the challenge of providing the financial reconciliation information needed from HUON upon departure of one of the specialist contractors, this piece of work proved very challenging. My commitment and ability to absorb new knowledge led to this activity being able to be progressed and provided the finance department the figures they needed to complete their day to day roles.

Problem/ Incident Management.
• Acted as a single point of contact for colleagues during the transition from SMART to SM7 and provided MI on a weekly basis on SLA/ OLA targets that had been achieved by our team and wider areas of the business.
• Incidents were always resolved within SLA/ OLA by myself and members of the team which I worked within, this highlights the ability to handle multiple tasks ensuring deadlines are still met.

Workload Prioritisation.
• Incidents that came into the support area were classed based upon severity, a P1 being total service unavailability with the emphasis to restore service as soon as possible down to a P3 which would typically be a problem with one specific policy on the insurance system. I was primarily responsible for my own workload however if a high priority incident came in I would pick up the investigation and analysis into root cause of these incidents and for reporting the necessary information back up the chain of command.

Application Support.
• Working within the application support team required flexibility and daily roles included, developing and testing code fixes, liaising with different areas of the business, documenting fixes & implementation of major deployments. Root cause analysis was the primary role especially after the transition to Lloyds HUON.

I was manager for many branches in the Buckinghamshire area, mainly troubleshooting branches that were not performing.
My last branch was Beaconsfield where service and sales levels were at an all time low. Staff morale was low as well.
I went in there and in my first half year of working there, I turned the branch round by improving service scores and sales taking the branch to number 1 in the group of 10 branches coming up from bottom of the group previously.
Staff morale was improved and sickness levels were reduced and staff started enjoying the work they were doing.
They got their first bonus in 5 years which helped as well!
I left their to join Private Banking and maybe I should have stayed where I was but Private Banking was somewhere I always wanted to work in. When they came knocking with a great package, I shook their hand.
I made sure that the Beaconsfield branch were left in safe hands and the good work continued through constant training and great service.

•	Overall maintained a third-party relationship with licensed banking principals and agency colleagues within 12 agency outlets to support business growth.
•	Ensured operational policies and procedures understood and consistently followed to meet legislative and regulatory requirements minimising financial loss to the agent and the group
•	Creating a culture transformation in all elements of leadership roles which included both the softer skills of leadership and transaction processes
•	Providing coaching and support to key leaders in the creation of robust plans that met the businesses succession and development needs.
•	Delivered and supported agency colleagues through a robust training and coaching schedule to deliver first class customer service and quality lead generation.
•	37 agencies starting business with nil balances, grew to 314 million

Really good company, valued staff and I really enjoyed my role.

What is the best part of working at the company?
Company benefits. Including shares, schemes and vouchers for good feedback.

What is the most stressful part about working at the company?
Bullying atmosphere, not much room for progression if entering as a customer service advisor, they will always choose the person who was worked there longest instead of looking at skill sets. Managers and team leaders are barely educated in your role so cannot help when needed and are also never pulled up on anything they do. 

What is the work environment and culture like at the company?
The culture is great. In my personal experience working there was negative and managers were always favourited/believed over lower staff.

What is a typical day like for you at the company?
Non-stop calls, being monitored 24/7 and having to tell a specific team a reason for spending too long between calls etc.

The day to day role at Lloyds is Telephony, Handling our policy holders claim, being organised and friendly, showing empathy towards our customers, This roles entails organisation to ensure monthly targets are met, also so that we comply with regulations set for the company.
I work in a team, in which we not only have individual targets but team targets to achieve.

I provide training for other members within the team to help them achieve monthly targets as I achieve targets to a high standard. This part of the job is the most enjoyable seeing employees improving in their day to day role and receiving positive feedback to improve my own role.

The hardest part of the job is to hear some of the crisis' our policy holders have had, but this can also be the most rewarding part of the job when we can put our policy holders in the position they were in before they had to claim.

I worked 9 to 5 with two fifteen minute breaks and half an hour for lunch.  I learned two different packages relating to insurance and was communicating verbally on the telephone, in writing in letter form and by e-mail.  Everyone there helped each other and there was a really nice atmosphere.  All levels of management was friendly and approachable and never put you down but encouraged you to get things right by keeping everything simple.  The hardest part of the job was the training and learning everything so quickly but I also enjoyed this part as well.  The most enjoyable part of the job was when you had come to the end of a telephone call with a customer and they thanked me for being so helpful and patient.

LBG put a lot of responsibility on front line staff with poor management. Most managers here started out of school, got in with the 'popular' crowd (just like school), have no real life experience to empathise with real customers dealing with real life and financial issues. LBG promote a lot for charities. Their main charity at the moment is Mental Health. Yet the poorly trained managers have no idea how to support colleagues with these issues. Due to this people can be fired for having mental health absences and are easily taken advantage of. They promote agile working but fight you at every step of the way.

I worked at Lloyds bank between April 2023 and October 2024 in personal and online banking as a customer service advisor. During my time I had two managers and two separate teams, and I must say the key con from LBG was the management!  Never have I had such controlling, patronising managers. Constantly being watched and instructed every second of the day whether it be in office or working from home.  Management knew less about policies and procedures than the whole department yet when starting, we were told management were the first point of contact for support

I started working in general insurance it was a call centre and very strict. Noone was happy there.  I got a job in pensions which was good until my manager changed and I got a bully for a manager. After submitting a grievance I moved to a different manager who was lovely. Unfortunately made redundant as many roles have been outsourced. Job security seems a thing of the past in Lloyd's Banking Group with redundancies being a regular thing. If you get in department with good people then its a good place but call centre environment type department is horrible no work life balance and not all managers are good 

I participated in a project to create a new bank from the Lloyds Banking Group, as demanded by the European Commission. It is the biggest project in the history of UK’s banking sector - divesting 632 branches, 8 million accounts and over 5 million customers from LBG - internal migration of customer details in OCIS and customer account records in CBS, account realignment according to business requirements, internal migration of customers to new online banking applications, and end-to-end community banking processes.

This project was very challenging as none of a similar scale had ever been done in the UK. It was great to be a part of it, and to see it realized.

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