Lloyds Banking Group Customer Support Consultant Interview Questions
& Process

They called me first to arrange an in person interview at the branch with the branch manager and a senior manager after I completed the initial application and online assessment.

It was pretty simple. It had 3 parts. First, I did a multiple choice test based on situations and my personality. Then, I did a video interview where they asked me about handling conflict, meeting deadlines, dealing with tough customers, and a time I went above and beyond. If I passed those, I got invited for a live interview with nice interviewers. They asked questions about the company's core values – 'Making a difference, keep it simple and putting customers first' – and I had to answer with examples and show my personality.

The whole thing took about a month. I applied online and got an email to schedule a phone interview. This call was pretty straightforward, mostly about if I was eligible and available, and why I wanted to work for Lloyds, plus my skills. It was about 20-25 mins. After I answered, they put me on hold and then let me know if I was moving on. If I was, they scheduled the assessment centre. The assessment centre started with some welcome videos, then I met with two people, one assessing and one taking notes. They asked a lot of different questions for about 30 minutes. Then we had a break before the role plays. The first role play was just to get me comfortable, I had 5 mins to read the scenario, then the assessor called me (which I liked as it was less awkward than face-to-face) and I had to try and fix their problem. I filled out a self-feedback form, and then the assessor gave me feedback before the second role play. This second one was the important one – I think nerves got the best of me here. It was similar to the first, but I had to really use the feedback from the first one, as that's what they're looking for. After that, it was done, and no more feedback was given. They said they'd contact me within 7 days, but I got an email the next morning saying unfortunately I wasn't successful. The overall experience was decent, and the staff were nice. I'm bummed about not getting it because I really tried and felt I did well on most parts, apart from that first role play call where nerves took over. I'm guessing, despite what they say, they want someone 'perfect' who knows everything, which makes the 'extensive training' seem a bit pointless.