Complaints Manager

Lloyds Banking Group

Basildon, United Kingdom
Base: £44,901 - £49,890; bonus/equity: annual perf...
Hybrid
2 years experience as complaint subject matter expert
End-to-end investigation of customer complaints
Identifying root causes and trends in compliance processes
This role involves taking ownership of investigating and resolving customer complaints to deliver fair, clear, and timely outcomes

Job Summary

  • This role involves taking ownership of investigating and resolving customer complaints to deliver fair, clear, and timely outcomes.
  • The position requires acting as a subject-matter expert to identify root causes, trends, and risks within existing compliance processes.
  • Candidates will benefit from a generous pension contribution of up to 15%, an annual performance-related bonus, and flexible hybrid working options.

Matching Summary

This role involves taking ownership of investigating and resolving customer complaints to deliver fair, clear, and timely outcomes.

Salary

Base: £44,901 - £49,890; Bonus/Equity: Annual performance-related bonus available; Benefits: Up to 15% pension contribution, share schemes, 28 days holiday plus bank holidays

Skills & Requirements

Must-have

  • 2 years experience as complaint subject matter expert
  • End-to-end investigation of customer complaints
  • Identifying root causes and trends in compliance processes
  • Producing regulatory returns and statutory submissions
  • FCA half-yearly returns and Annual BBSI return knowledge

Nice-to-have

  • Building strong relationships with internal stakeholders
  • Influencing positive change across the business
  • Supporting complaints training initiatives
  • Experience in fast-paced competitive market environments

Key Requirements

  • Minimum 2 years experience as complaint subject matter expert
  • Experience producing accurate management information and regulatory returns

Work Rights

Not specified

Tailored Resume

Cover Letter