Customer Resolution Complaint Handler

End Date Monday 06 March 2023
Agile Working Options Flexibility in when hours are worked Job Description Summary Customer Resolution Complaint Handler Job Description At Lloyds Banking Group our primary purpose is to help Britain recover and then to prosper.. Lex Autolease is a key part of our Group and the UK's largest vehicle leasing and fleet management company. Providing cars, vans, mini-buses, and emergency vehicles along with a full suite of ancillary to over 140k customers managing a fleet of 340,000 vehicle. Things don’t always go smoothly and mistakes happen but it’s the role of our Complaints Handlers to investigate disputes and to put things right. But beyond the satisfaction of solving complex problems every day, their role brings many other rewards... Perhaps you could join them? We'll provide an initial cash package of c£25,451 comprising a full time equivalent basic salary of c£24,472 and a Flex cash pot of £979. And there's also an annual bonus opportunity of up to 10% of salary (up to c£2447) each year. The cash pot you can take as cash or spend on a range of options such as:

• Buying extra or selling holidays to suit from 30 days leave (inc. bank holidays) - ideal for half terms or that mini break.
• Extending the private medical cover you'll receive to family members.
• A Flex Card providing up to 15% discount with over 70 well known retailers.
• Tax/NI efficient electric vehicle (or bike) schemes paid through your salary - supporting our sustainability goals

You'll also get the following:

• Various share schemes (including free shares)
• A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
• Further everyday discounts on the weekly shop, travel and electronics/mobile through our PerksAtWork scheme.
• We also have a number of free health and well-being offerings and generous parental/adoption leave policies.

Everything is geared to suit your lifestyle, and we'll also be investing in your future. So could this be the opportunity you’re looking for? You’d be working in a dedicated team investigating and working a portfolio of complaints and disputes through to resolution with some daily goals to strive for. They’re an upbeat bunch – informal, friendly, helpful and dedicated who’d tell you that no two days are ever the same! You’ll get to collaborate closely with colleagues, customers, dealers, even manufacturers - talking (or writing to) a wide variety of people, in some cases really senior customers within major motor brands. You’ll be balancing priorities between your various cases, emails, telephone calls and taking escalated calls from contact centre colleagues. And you’ll use your people and customer skills to deliver fair outcomes for both customers and the business. And what are we looking for in you? Resilience (not taking things personally) and positivity with the mentality of delivering on promises and taking ownership for your decisions An eye for detail and the ability to think creatively – articulating this confidently in both writing (PC skills needed) and over the phone Able to multi-task, respond to change and prioritise A passion for Customer Service (whether face-to-face or gained in a call centre); previous Complaints experience would be handy, but isn’t crucial And we’d want you to enjoy learning and developing to make the most of progression opportunities No previous financial services experience needed - from day one we'll teach you all you'll need to know. Together we’ll make it possible… We'll just need your commitment to 35 hours, Monday-Friday between 08:30 to 17:30 working on a rotational basis. You’ll enjoy the benefit of a hybrid working style, flexing between working from home and the office hub in Cheadle (please note your first six months could be office based due to training) and be part of an encouraging team who work in a variety of flexible ways to accommodate work-life balance. But we recognise that ‘normal’ office hours aren’t always doable, so we're always open to conversations around working patterns. We're passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. Therefore just let us know if any reasonable adjustments are needed to our recruitment processes, and we'll try to accommodate them... So, if an opportunity to get stuck into some complex situations and put them right appeals then get in touch and 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'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.