Complaint Manager - Complaints Centre of Excellence

End Date Monday 13 January 2025 Salary Range £28,329 - £29,820 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary...

End Date

Monday 13 January 2025

Salary Range

£28,329 - £29,820

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

See full description below

Job Description

JOB TITLE: Complaint Handler - Complaints Centre of Excellence

SALARY: £28,329 - £29,820

LOCATION: Dundee

HOURS: Full-time - Our business hours are Monday to Friday 9.00am - 17.00pm.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in the office.

About this opportunity

Are you ambitious and passionate about making a difference whilst keeping the customer at the heart of everything you do? Then there's a role here for you! 

Do you share our passion for delivering outstanding service? Do you tailor your service to each customer? Do you identify the root cause of complaints and overcome barriers to find a solution? 

We’re looking for a Complaint Handler based in our Complaints Centre of Excellence team. We are currently looking for a highly motivated individual who can apply learning and technical knowledge and make a judgement on the outcome to meet a variety of customer complaints. Flexibility will be key as you will be required to meet varying operational demands and activities, including case reviews.

You’ll be capable of meeting demanding deadlines without losing your eye for detail. Good team working and letter writing skills will also be important alongside collaborating with our key stakeholders both internally and externally.

Additionally, you’ll actively share valuable insights and learning with our BAU complaints teams, servicing teams and your management team, contributing to ongoing improvements in complaint handling processes.


Why Lloyds Banking Group

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. Including you.


What you’ll need

  • Experience working with ISAs, GIAs, SIPPs, and Trust accounts within the investment or pensions industry.

  • Strong knowledge of pension products, including drawdown types and trust account structures.

  • Familiarity with the transfer processes for investment products, particularly using systems like Origo and Altus.

  • Ability to identify customer detriment, delays, and inefficiencies and take swift, appropriate action to resolve issues.

  • Strong written and verbal communication skills, with an emphasis on delivering clear and compliant responses.

  • Highly organised with strong attention to detail.

  • Ability to work independently and as part of a team in a fast-paced environment.


About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

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.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.


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


Want to do amazing work, that’s interesting and makes a difference to millions of people?

Join our journey.

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.

Apply now

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