Elysabeth

Elysabeth has been a customer service advisor for Lloyds Banking Group since October 2017.

Why did you want to go for a job in a call centre?

I really wanted to do something different after spending 20 years working in fundraising it was time for a change and I saw an advert for Lloyds Banking Group.

What does a normal day look like?

Most of my day is spent on the phone, all of my conversations are about helping people with something. We have short breaks in between calls.

How did you find the application process?

It seemed quite intense, they wanted lots of info and then extra info on top of that so there was lots of communication about it. It was a bit challenging, but it is understandable why they have to be so thorough.

What is the best part about working in a call centre?

I find it completely stress free, especially compared to my job before. It is just really nice to leave work knowing you have done everything you had to do, you don’t leave and still think about all of the things you need to get done.

What is the worst part about working in a call centre?

Probably the rigid schedule, you do have set breaks and it is quite regimented for someone like me who came from a role that had more freedom but you do get used to it quite quickly.

What surprised you most when you started working there?

The dress code was quite a surprise, I thought with it being a banking group that it would be stricter but it is really relaxed.

What were you most worried about?

I was worried about the change. It is always a bit nerve-wracking when you start somewhere new.

What is your team like to work with?

They are such a great team, they are a good laugh. It is so much fun, it is a real breath of fresh air for me.

What kind of supervisory support do you receive?

In our team there are about 12-15 people and we have a team manager who is there to support us with anything we might need. Outside of our immediate manager there is a really big support system of people who are all keen to be there for you.

What skills do you think you have gained?

I have learned not to take things too personally when I may have caught the rough end of someone having a bad day. Before I probably would have taken it to heart. I also think I have really learned how to diffuse a situation and resolve problems quickly.

Have you made many friends at work?

Yes, I have made lots of friends of all ages, they are so friendly. We go out for drinks together, and we are organising our Christmas do.

Is there room for career progression or self development?

Yes, I was just taken on as permanent, it has worked out really well for me. They implied at the start that if we worked hard it might be a possibility, so I just did my best.

What is the best call you remember taking?

There is one that stuck in my mind, I got a call from an elderly gentleman. The call wasn’t too complicated, and it was resolved pretty fast, but I stayed on the call with him as it was so clear that he wanted to chat. He was so overwhelmed by the kindness and the time I had taken to talk with him, it was really nice to hear that I had made his day.

What is the worst call you have taken?

You do get people who are just unreasonable and no matter what you do sometimes you just can’t resolve it in a way that they are happy with, it is not very often at all though. You can escalate an issue and we do get a huge amount of support from management for any call that we are unsure about.

What would you tell someone who was thinking about applying for a job like yours?

It can take a while to get used to it but once you are settled in the days go really quickly. It is a job where you know you can go home at the end of it feeling good about what you have achieved that day.