Inspiration from our team and Award holders
Name: Chris Fleming
Role: Customer Service Advisor
DofE Award achieved and date: Gold – April 2014
|Day to day responsibilities:|
Assisting commercial and corporate customers with queries relating to their online system – Lloydslink Online.Queries can range from how to make a payment to system requirements and compatibility issues.
Maintaining a high level of customer service in line with the Group’s ‘Best Bank for Customers’ initiative – this encompasses TCF and putting the customer first.
Using problem solving techniques – questioning skills – to identify problems and align with appropriate solutions/fixes.
Utilising available resource to other areas within Client Servicing if SLA is being breeched elsewhere.
|Hints and tips for the role:|
Always remain calm and professional when times are stressful (especially when on the telephone).
Try to develop your communication and soft skills to ensure that you tailor your tone, terminology and technique to suit the customer’s needs.
Teamwork is imperative as this allows you to collaborate for better service.
Equally, individual working is imperative – having a sound understanding so you can assist with queries but also to drive self-motivation.
|Lessons learnt in role:|
Being able to drive personal development – especially when availability is limited in certain areas/days.
Having consistency with service throughout the day. Every customer should be treated equally.
|How has your DofE experience helped you?|
My DofE programme is a development opportunity that I use, not only in business, but also in day-to-day life. The skills that are learnt are invaluable and can be put in to practise in almost any situation.
Through my DofE I have secured a position in Change Management and as a Regional Co-ordinator within the Rainbow Diversity & Inclusion Group. I have greatly extended my Network and, although stressful at times, had so much fun.
|Favourite DofE memory:|
|The expedition. Most people dread this part of their programme, however I was in a fantastic team and we kept each other motivated and in high spirits for the whole trip. Camping at the end with everyone else was always a great way to wind down and relax.|
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“The DofE has proved to be a highly rewarding experience for some of the young people in our organisation. It encourages them to work as a team, and builds their confidence, motivation and communication which in turn, adds value to the role they play within the Lloyds Banking Group and the community.”
Steve Taylor – Training Relationship Manager, Lloyds Banking Group