Bank of Scotland – Customer Support – Dumfries

Job Description

Overview

End Date Friday 24 July 2026. Salary Range £26,200 – £26,200. We support flexible working. Location: 91 High Street, Dumfries, DG1 2BN. This is a full-time, branch-based role working 35 hours per week, including Saturdays.

Role

JOB TITLE: Customer Support. You will work across Lloyds Banking Group branches within a reasonable distance and provide face-to-face support to customers.

What you’ll be doing

• Provide face to face support to customers in branch, handling some everyday banking tasks while focusing on moments that matter-offering reassurance, guidance and practical support.
• Support customers through important moments (e.g., bereavement, fraud concerns, vulnerable customers) and help them become confident with digital banking.
• Promote and support digital services; help customers use online and mobile banking independently.
• Recognise opportunities to connect customers with the right products and services.
• Remain calm under pressure, adaptable and empathetic; we will teach you what you need to know.
• As you grow, you may progress into other roles across the Group, including phone, online, or channels like web chat, video or social media.

What we’re looking for

• A minimum of 12 months customer service experience.
• A people person who is honest and genuine, caring about helping people with their finances (no previous financial services experience required).
• Ability to quickly build relationships to deliver a fantastic customer experience.
• Empathy, caring and integrity; commitment to resolving queries and giving customers confidence in the service provided.
• Willingness to go above and beyond for customers and to deliver on promises.
• Genuine teammate who collaborates with colleagues to meet customer needs.

Career development

Grow your career with our Skill Progression Framework. All new colleagues spend a minimum of 12 months in a customer service role, mastering new skills, handling more complex needs, and earning accreditations. We support exploration of opportunities across the Group in Digital, Operations, Fraud, Financial Planning, or leadership roles.

Our commitment and benefits

We are committed to diversity, equity and inclusion and to creating an environment where everyone can thrive. We offer a wide-ranging benefits package, including:

• Generous pension contribution of up to 15%
• Annual performance-related bonus
• Private medical benefit with BUPA
• Share schemes
• Benefits you can adapt to your lifestyle (e.g., discounted shopping)
• 22 days’ holiday (increases over time), with bank holidays on top – pro rated for part-time roles
• Wellbeing initiatives and parental leave policies
• Salaries reviewed annually on 1 April as part of the pay review
• Uniform provided

We encourage applicants from all backgrounds. If you require reasonable adjustments to recruitment processes, let us know. This advert may reference specific years of experience; we welcome relevant, transferable experience.

How to apply

Like what you hear? Apply today. Note: roles can generate high interest and may close early. For more information, contact .