Bank of Scotland - Customer Support

Job Details

• End Date:
  Friday 24 July 2026
• Salary Range: £26,200 – £26,950 (after 6 months)
• Job Title:
  
  Customer Support
• Location:
  
  Edinburgh – George Street & St James Quarter (branches within reasonable distance)
• Hours:
  
  35 hours per week (including Saturdays)
• Working Pattern:
  Full-time
• Flexible Working:
  Supported – we offer options for flexible hours

You will start your journey in one of our branches, providing face‑to‑face support to customers. While handling everyday banking tasks, the core of the role is to help people through important moments – offering reassurance, guidance and practical support. This could include supporting someone through a bereavement, resolving a fraud concern, helping a vulnerable customer, or building confidence with digital banking.

You'll adapt to different customer needs, promote and support our digital services, and confidently help customers use online and mobile banking independently. You will also recognise opportunities to connect customers with the right products and services.

As you grow, you may progress into other roles across the Group, including supporting customers by phone, online or via web chat, video or social media.

• A minimum of 12 months customer service experience.
• A people person – honest, genuine and caring about helping people with their finances (no previous financial services experience required).
• Ability to quickly build relationships to give customers a fantastic experience.
• Passion to put yourself in the customers' shoes, show empathy, act with care and integrity, and take time to resolve queries.
• Commitment to deliver on promises and go above and beyond for customers.
• Team spirit – collaborate closely with colleagues to ensure customer needs are met.

At Lloyds Banking Group we support a skill progression framework. All new colleagues spend a minimum of 12 months in a customer service role, mastering new skills and earning valuable accreditations. From there you can explore specialist areas such as Digital, Operations, Fraud, and Financial Planning, or move into leadership roles.

We are committed to diversity, equity and inclusion and are disability confident. Reasonable adjustments can be made to our recruitment processes if required.

• Generous pension contribution of up to 15%
• Annual performance‑related bonus
• Private medical benefit with BUPA
• Share schemes
• Discounted shopping and other lifestyle‑adapted benefits
• 22 days holiday (increases over time) plus bank holidays, pro‑rated for part‑time roles
• Well‑being initiatives and generous parental leave policies
• Uniform supplied – you’ll always be prepared for work
• Salaries reviewed annually on 1 April as part of the annual pay review