Complaints Manager, Lloyds
12-Month Fixed-Term Contract
£30.2k
+ An annual performance-related bonus and share scheme
2+ days a week in office
Retail and commercial bank
Posted today
Retail and commercial bank
1001+ employees
Posted today
£30.2k
+ An annual performance-related bonus and share scheme
2+ days a week in office
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- You’ll have previous/current complaint handling experience, including keeping customers updated following a contact strategy including telephony
- You’ll enjoy investigating and problem solving to get to the heart of complex customer issues, confidently navigating ambiguity and applying sound judgement to reach fair, evidence based decisions and good customer outcomes
- You’ll be an excellent communicator, able to explain to, and check understanding of complexity with customers and colleagues during your complaint handling duties
- You’ll be curious about what complaints tell us, identifying recurring issues, customer risks and opportunities to improve the wider customer journey
Desirable
- It would be an advantage if you have experience in pension products, particularly SIPPs
What the job involves
- We have a fantastic opportunity to join our team as a Complaint Manager (CM), using Complaint Handling experience and decision-making skills to deliver great customer outcomes by reviewing customer cases and accurately applying complaint handling policies. The Complex Pensions team helps service customers with SIPP Pensions within the Embark and associated legacy brands. By their nature, SIPPs can be complex and provide a great opportunity for someone to deepen their knowledge and experience of the pensions market whilst resolving customer queries and delivering great outcomes
- Meeting customers' needs and achieving the right outcomes for our customers by correctly handling complaints
- Investigating customer complaints, often with multiple points to make good decisions, answering customers queries and resolving customer frustrations when something has gone wrong in their journey
- Building great and trusted relationships with customers through structured and valuable contact strategies to keep the customer informed at all stages of their complaint
- Promoting a customer focussed culture at all times and using your experience to help find opportunities to simplify and improve customer journeys
- We know that great talent comes from many backgrounds. We recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy, but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
On top of this, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on "FinTech Action Labs" to bring its industry expertise to early-stage FinTechs. The company continues to enhance its online and mobile services (it is the UK's biggest mobile bank), as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company HQ
City of London, London, UK
Leadership
Charlie Nunn
(Group Chief Executive)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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