Online Support Assistant Manager
Lloyds Banking Group
5th June 2019
£32445 - £36050
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In Commercial Servicing we're on a journey to transform how we provide our clients and users of the Commercial and Business Banking core online servicing channels with world-class communications and support - from welcoming them to the channels, helping them when they get stuck and ensuring their getting the most from the channels. As the Online Support Assistant you'll play an essential role in ensuring our customers get help to transact more online by delivering great online support when and where they need it.
You'll own the content build and deployment in the CBO Support Centre and legacy platforms (Corporate Online & LloydsLink Online), sites for which we have full end-to-end responsibility. This includes working on the re-build of CBO Support Centre into a new Content Management System, which is already underway. You'll also handle requirements into the Business Banking Virtual Assistant and help to set the strategy for ongoing business banking support.
You'll be focussed on continual improvement, informed by your regular and insightful measuring and reporting of performance and be focussed on making data-led decisions and helping the team set up the data & reporting to make this happen.
Ideally you'll have had some experience of content & web development, working across multiple teams and influencing stakeholders. You'll be happy to work across virtual teams, collaborate with others, and also comfortable to get stuck in yourself, actively finding opportunities to further improve how we support customers online. You'll also support the Online Support Lead to define support/content strategy, build the case for change and deliver new in-journey support tools, ensuring we're able to help our customers exactly where they need it.
Responsibilities will include:
Lead the day-to-day build and deployments into the CBO Support Centre & legacy platforms.
Oversee development of Business Banking Virtual Assistant and other support tools.
Gather data feeds and regularly report on performance, using insight to drive improvements.
Keep up to date with online support strategy and trends across the Digital industry
Support the re-platform of existing CBO Support Centre.
Brief in and work directly with 3rd party agencies to deliver new content (e.g. video).
Identify and improve data capability to discover new insights and track benefits.
We're looking for you to be:
Able to build, maintain and influence relationships with stakeholders across the Value Stream, into Commercial/Business Banking teams and beyond.
Always trying to find new ways to improve what we do, and striving to continually develop your skills to do so.
Knowledgeable about web & content development, or able to show an interest in this field. Have basic skills in HTML/CSS. Experience desirable but not essential.
Comfortable working with and influencing senior stakeholders.
Flexible in how you support other roles and other teams across the function at times of peak activity or contending priorities.
You'll also receive a package that includes
Discretionary bonus between 10-20% of base pay
Cash sum of 4% which you can exchange for a variety of benefits or simply take the cash
Private Medical Insurance
Pension, where we'll give up to a max of 13%
28 days holiday
Are you interested in joining us? Apply today, we'd love to hear from you...
We are an equal opportunity employer and deeply value diversity within our organisation.