Patrick

Patrick has been a customer service advisor for Lloyds Banking Group since May 2018.

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

I have worked in a similar role before, so I was comfortable with the work and I could use my experience.

What does a normal day look like?

Each day is different, I tend to get in a little bit earlier to set up, get a coffee and get ready to start my day.

How did you find the application process?

It was pretty intense with the telephone interviews and the role playing scenarios but they do give you a lot of guidance so you just have to stick with it.

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

The best parts have to be the people and also the flexibility of the job.

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

So far, I have not seen too much in the way of career progression.

What surprised you most when you started working there?

I was expecting it to be more serious, but it is actually really open, friendly and relaxed.

What were you most worried about?

I was worried about how I would fit in with the team and how quickly I would learn because I tend to do better with practical skills.

What is your team like to work with?

It’s a really lovely bunch, really sociable. They are also very experienced, so they make great co-workers.

What kind of supervisory support do you receive?

We get lots of support and even at the beginning when it was difficult to take in the information my manager was really approachable, I had no problem going to them for help. We do have monthly reviews as well to make sure we are ok and progressing well.

What skills do you think you have gained?

Mostly around managing money and banking, I didn’t know too much about it before, but I really have learned a lot.

What is your working environment like?

It’s really fun, laid back and upbeat. It is not target driven at all they just focus on your own abilities and set their expectations to that.

Is there room for career progression and self development with your job?

Yes, in your monthly reviews you set your own self development goals.

What is the best call you remember taking?

The funniest was an Australian woman, she didn’t have a bank account she just wanted some information. So was so funny, inappropriate, but fun.

What is the worst call you have taken?

I took a call from a man who was angry, but he was not listening when I was saying that he had to go through security before I could help him. He kept refusing to go through security and demanded to speak to my manager who told him the same thing I did, “you have to clear security”.