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Complaint Manager

Lloyds Banking Group

Location: Cardiff, Edinburgh, United Kingdom, West Yorkshire, West Yorkshire

Job Type: Full time

Last updated

Perfection not required
Excited about this role, but not sure if you meet 100% of the criteria? Employers would still love to hear from you.

End Date

Tuesday 28 June 2022

Salary Range

£23,184 - £25,760

We support agile working – click here for more information on agile working options.

Agile Working Options

Flexible / Variable Hours

Job Description Summary

Do you want a career in a division that prides itself on delivering our customers the brilliance they deserve and expect?

With c11,000 colleagues across 4 key customer facing teams and supporting centres of excellence, we're on a journey in Lloyds Banking Group Retail Customer Services to build a diverse, highly skilled workforce that’s agile in its ways of working. Using smart insight-driven technology to understand and take ownership for our customers, whenever and however they need us.

This role will be working within the product area of Packaged Bank Account investigating, rectifying and ultimately resolving customer complaints to help restore customer faith.

We have multiple roles on offer.

Job Description

We're looking for highly motivated individuals who deliver on customer promises and maintain strong knowledge of different products, policies and procedures. Someone who’s able to work flexibly across different workstreams, responding to medium complex/regulated complaints. Enjoys a fast paced environment and adapts well to change whilst adhering to policies, Training & Competence scheme and risk frameworks at all times.

Key skills and accountabilities:

  • Customer Service: Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer complaints. and may identify new customer retention or business opportunities.

  • Communication Skills: Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers and a wide range of questions and issues raised through any communications channel are responded to.

  • Compliance: Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues.

  • Data Collection: Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.

Experience in preparing moderately complex documents using multiple computer applications (such as Microsoft Office), while also capturing and summarising data for reports is desirable but not crucial. As long as the right attitude and approach to learning is applied.

All initial training and route to competence will be office based.

What we can offer you!

We want you to be able to bring your very best without anything getting in the way. We’re committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive work environment where all our colleagues can be themselves.

We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please let us know if you would like to request accommodation.


You’ll get a benefits package that includes;

  • A performance related bonus

  • Generous pension contribution

  • 24 days leave plus bank holidays

  • A flexible cash pot (4% of base salary) to spend on benefits

  • Private health cover

  • Share schemes

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.