vice president of finance

assistant vice president

vice president

front desk receptionist

summer analyst

Lloyds Banking Group

What is the best part of working at the company?
Excellent pay, benefits and healthcare

What is the most stressful part about working at the company?
New Management assigned me to new roles which did not utilise my existing skills or qualifications and where I received little training. This was justified on the basis of "cross skilling". But I was basically being used as cannon fodder because some areas of the team were overworked due to redundancies and staff absence. But there was no appreciation of the time taken to learn new (highly technical) skills and I was also still expected to support customers from my previous role. 

When colleagues became stressed, Management were indifferent to the trauma their staff were experiencing. As a consequence, long term sickness absence increased dramatically. 



What is the work environment and culture like at the company?
Toxic culture and ridiculous tick box style of management. Being forced to sit in an office two days a week on Teams Calls when the rest of my team were hundreds of miles away seemed the height of insanity. 

Management would look in detail at your office attendance using swipe card data  and lay more emphasis on presenteeism than the quality of your work, apparently because their own performance was judged on the basis on their ability to manage office attendance. 

If you join this company, be prepared to be micro managed to a ridiculous degree. 



What is a typical day like for you at the company?
An obsession with "Office Hubs" brought no benefit to me personally. I didn't mind going into the office more than the 40% minimum but was prevented from using an office closer to home where I actually knew people because it wasn't a "Hub". So I was forced to spend 3 hours a day travelling to a location where I knew no-one and was often unable to get a desk, forcing me to work in the canteen.

A typical day in the office is full of banter which creates an atmosphere in wanting the best for each other and the customers. We are always aiming to serve customers to the best standard that we can. Whilst also probing each other into why we think what decision we have come to is the best outcome for the customer. 

I learned it is important to communicate in a team and keep each other informed of changes or important decisions. This keeps everyone up to date and able to do their job efficiently and effectively. 

The management team were always very encouraging and supportive in allowing us to develop in our roles. They always made time for us if we had any concerns and never had any problem answering any questions. 

I really enjoyed working with my co-workers, they were all friendly, positive and were always willing to help each other out no matter what length of service you had within the company. It was like a second family, even the colleagues who moved on to other places were also welcomed back with open arms (to social activities outside of the office). 

The management team and the teams general were always holding some sort of fun team building activity which were also used to help raise awareness for different charities.   

The hardest part of the job was when someone disagrees with a decision you have made, this can be difficult to put across however the best approach I have found is to keep a calm approach and continue to explain why this particular outcome has been decided. 

The most enjoyable part of the job is getting to know my co-workers inside and outside of the office. Being able to work in a team and meet challenges together.

Starting at 8am, my fellow customer service advisors and I spend most of our day resolving customer complaints, mainly via email and telephone. During the working day I often liaise with other departments within the company, to deal with a variety of customer service queries. 

When I am in my Quality Control role I check complaint handlers cases to ensure that the right customer outcome has been given and the customer has been treated fairly.  Coaching and support play a big part in this role to ensure colleagues are delivering to standards set.

The most valuable skills I have learnt during my time at Lloyds is ahow to handle difficult situations effectively and how to take control of a wide range of customer queries. Dealing with angry or upset customers is part of the job and something I believe I have mastered through my ability to empathise with callers, adapting my query handling techniques accordingly for each situation.

Working as a customer service complaints handler means no one day is the same; it can be a rollercoaster from start to finish. 

I would have to say that the easiest part of my job is being able to see things from the customer’s point of view and adapt my correspondence, whether call or e-mail, techniques to suit the query in question and deliver the right outcome for the customer. The hardest part of my job is undoubtedly delivering bad news to customers as a result of decisions beyond my control. But that’s all part and parcel of the day of as a customer service advisor.

Dealing with High Net Worth clients across a spectrum of backgrounds, attending to their banking, investment and other financial needs; assisting them and their family members in stressful times (such as following death or the onset of mental illness).  Contact was mainly over the telephone but also through correspondence and at meetings.  
     Supported Private Banking Manager with diary management - both scheduling client and other meetings, as well as blocking out admin time for him.  Also attended daily to diarised reminders to action client-related tasks.  
     Attended to the majority of incoming post myself, taking the necessary actions and/or responding as necessary.  Self-generated outgoing communications (either by letter or email) to clients, colleagues, other departments and external institutions on a wide-ranging variety of topics.
     A good team-spirit was prevalent in the office, with a supportive management structure.
     The hardest - and yet most enjoyable - part of the job was the extreme diversity of tasks requiring a large knowledge base not just of banking but also legal and investment matters.  Similarly, although enjoying a good relationship with the clients under the office's management, the frequent incoming telephone calls was disruptive to work schedules, so necessitating an almost constant reprioritising of tasks to be completed, especially when most were time sensitive.
     A thoroughly challenging and fulfilling role - allowing me to use and expand my abilities and experience.

Overworked. Underpaid. Undervalued. Management sit in the back of the branch catching jokes with one another and leave the other staff to do the hard work. Some privileged staff members may join them, but only if they are on the inner circle. Younger staff treated poorly and paid less, even if performance is stronger than older colleagues. Unfair pay system. The company completely and utterly let me down. I felt discriminated against working for them and was belittled by senior management. I worked extremely hard for the company and in the end they turned their back on me and hung me out to dry. I was struggling with my mental health and not fulfilling my contract due to my illness. I had done an occupational health review for them previously. They were aware of my situation. In the end they made my mental health deteriorate with constant harassment from senior management. I went back to work after a month off ill and on my first day back serving customers I was left to run an entire banking hall (every single customer who enters the bank would have to engage with me for assistance if needed) solely for hours throughout the day, without support. The stress knocked me back and I took my time off work again due to not being able to cope with the stress. My contract was terminated reference “gross misconduct” which I think is absolutely disgusting, however I didn’t feel confident enough to tackle a tribunal at the time. So much for speak out on mental health or whatever there propaganda campaign stated on the tv advert.

Managing the floor 40 - 60 staff, from 17:00 - 21:00 and at Weekends
Deliver agreed service levels within Inbound Telephony call centre. Providing regular updates
,throughout the evening & weekends, to senior managers on performance.
Performance & Absence Management – delivering face to face support/coaching.
Identifying trends that may impact the business and providing examples to Strategy with retailer
information to amend our rules to help minimise Fraud losses and LCR targets
Dealing with high level Police enquiries out of business hours
Leading, motivating and developing a team of 12-21staff
Providing 1-2-1 coaching/training
Quality Checking calls that are answered by the team
Quality Assuring the complaints that are loaded by my team
Contributing to the improvement of fraud losses
Adherence to FSA regulations, particularly ‘Treating Customers Fairly' and ‘The Banking Code'
Promoting the Group's values and behaviours
Escalating and managing operational incidents to resolution
Identifying own development needs and pro-actively undertaking activities to improve
Managing performance at all levels
Managing attendance and behaviours in line with the banks policies
Ensuring Core Training is completed within the required timescales

Unfortunately this bank doesn't pay very well. When I say it doesn't pay very well, I mean it pays far under market. It will brag about its work life balance, which is quite good in some groups, not so much in others. But the pay for 80%+ of the staff is a joke, and HR will literally try to justify it with reasons that could possibly work if the employees were 10 years old and didn't know what market level pay was. The bank is too thinly staffed in some very critical areas, but heavily overstaffed in other areas such as HR and certain operations groups. The management often looks to justify its existence and creates long, arduous and completely valueless projects that only take time and do nothing productive for the bank. 

If you are just looking for a job, and don't care about making a fair amount of money or advancing in your finance career (there are working mothers who need to leave early or work from home often that often find the flexibility worth it), than Lloyds is a decent place to work. If you're looking to learn, grow, develop and push yourself, this is not the bank for you.

In terms of salary, Lloyds are well known for paying less than industry standard but have still managed to attract and retain staff based on development opportunities and flexibility. This has all changed following the recent announcement that those on compressed hours can no longer do this leaving many who worked hours around childcare and caring commitments in the lurch. Adding to this we've also told all staff have to be in the office two days per week regardless if your team is spread throughout the UK. Now many will be going into the office, adding to their varbon footprint and spending money to commute they can ill afford, all just to sit next to people who arent even in the same division as them. Based off of internal feedback the CEO has faced the most amount of backlash from staff in recent memory with many now looking elsewhere. The communication has been so bad that many believe LBG are deliberately lowering standards and flexibility to lose staff and save on making redundancies. 

Joined via temping agency - they never actually bothered to outline what I was meant to do. The person who I was meant to take over from hardly communicated with me, so I had to guess 90% of the job. Line manager was surly and only talked to me when absolutely necessary. There is a plenty of training about equality in the workplace, but none of it was borne out in reality -  a few of the higher ranking male managers were still living in the 1970s and would openly make lewd comments about women colleagues. One manager came on to me and started contacting me privately. When it became clear it was unrequited, they stopped communicating with me at work (and I believe this is why I was finally let go). At the end of each day, you had to detail every minute of your day's work on a database, so that they knew they got their money's worth out of you. There were even options for going toilet. There was also the constant threat of being made jobless as Lloyds weren't (and still aren't) doing so well.

Even with a degree I have not been able to progress from a school leaver position in the past year. The managers seem to promote friends rather than those that actually deserve it. Jobs are advertised but they have usually already sen given to somebody - they are only advertised to follow HR procedure. I am lucky at the moment as I have a fantastic manager but a the general feel is that nobody actually knows what they are doing from consultants to senior managers. My work load has more than doubled since I first started and I am expected to double again with a lot more responsibility but no recognition. You are worked from the second you start to the second you your shift finished and if you get stuck on a call for 10 min you are unable claim the extra work time back.

Top Job Titles	Average Salary
Vice president of finance 1 salary reported	$112,500 per year
Assistant vice president 2 salaries reported	$140,000 per year
Vice president 2 salaries reported	$205,000 per year
Front desk receptionist 11 salaries reported	$23.14 per hour
Summer analyst 1 salary reported	$44.00 per hour

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