Complaints Manager - 12 Month Fixed Term Contract

End Date

Salary Range

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Job Description Summary

Job Description

JOB TITLE: Complaints Manager

SALARY: From £30,201

LOCATION(S): Edinburgh or Dundee

HOURS: Full time – 35 hours per week – 12 month Fixed Term Contract

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

What you’ll be doing:

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.

Your responsibilities will include:

• 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.

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we’re looking for?

• 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.
• It would be an advantage if you have experience in pension products, particularly SIPPs.

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.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you’ll learn and thrive?

Apply today and find out more!

Please note our roles can generate a considerable amount of interest and close early so don't miss out on this opportunity to apply today.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. 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 keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

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.

About Us

With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.

Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.

Need Help?

Should you wish to contact us for any reason, please email us at: careers@lloydsbanking.com

Flexible Working Options

For more Flexible Working Options please use the free text search, e.g. job sharing, variable hours, to identify relevant matches.