Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

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Job Description

About us

Across the Complaints Centre of Excellence we strive to help customers, by working collaboratively with colleagues, to resolve customer complaints and help repair their relationship with the bank.

We use empathy to understand their concerns and apply judgement to deliver fair and consistent outcomes to customers.

We identify common issues and use this information to help deliver improvements to customer experience.

Core purpose

This is a great opportunity to join our team. You’ll collaborate with colleagues across the Bank including Commercial Banking (CB) Litigation, senior partners, Relationship Managers, Business Unit Support and Recoveries. You’ll also work with external legal firms and attend meetings and mediations where we explore settlement opportunities.

You'll be the Head of our Specialist Team who own our Quality Framework across CB Complaints. CB Complaints is at the forefront of seeking alternative dispute resolution for customers, and your team will work with the Financial Ombudsman Service and the Business Banking Resolution Service (BBRS) to help resolve disputes with CB customers. You'll also have the opportunity to deputise for other senior managers at various meetings and Working Groups.

What are we looking for?

A track record of customer service is a must as is the ability to effectively work with multi-disciplinary teams across the Group and use a wide range of systems.

You’ll need to show a real passion for relationship management and delivering the right outcome for both the Bank and its customers, sometimes participating in mediations between the two.

Key accountabilities

Your role will require leadership, knowledge, collaboration and communication.

• Ability to address problems and to understand the strategic issues affecting negotiating positions of claimants during settlement discussions.

• Manage, communicate and negotiate redress outcomes to clients via face to face meetings.

• Devise and implement strategies to ensure effective delivery of settlements to be offered to the complainant or litigant within approvals held.

• Co-ordinate all internal partners to ensure agreement and sign-off of approvals and strategies.

• Collaborate closely with CB Litigation and external advisers to acquire legal advice/support on complex issues.

• Focus on team’s quality, productivity and delivery of outstanding customer service.

• Proactively communicating case information to relevant collaborators.

• Align with Group Policy and standards on risks and controls across the team & wider Mid Markets & Commercial Sales functions.

• Attendance at weekly panel meetings with senior team members to discuss all open cases currently at outcome and redress delivery stage.

In addition, as Manager of the Specialist team activities will include:

• Supervising high profile complaints discreetly.

• Swift completion of tasks whilst maintaining high standards of quality.

• Expertly relay team activity/figures to senior management.

• Be responsible for the team’s workflow and quality of work including allocation of work within the team and monitoring capacity of the case managers.

• Ensure that Case Managers complete pricing redress calculation outcomes accurately and in a timely manner.

• Lead and support Quality Assurance framework across CDL including the coaching of Case Managers and the QA checking which supports our high quality standards.

Capabilities

• We encourage an inquisitive approach and thirst for knowledge.

• We encourage you to seek new opportunities and tough challenges with enthusiasm, high energy, and passion.

• You'll communicate complex or difficult messages optimally to different audiences, tailoring the approach.

• You'll deliver services to customers to the required standards.

• You'll develop, supervise, interpret, and understand policies and procedures and ensure their alignment with interpersonal strategies and objectives.

What you’d get in return

Offering you both opportunity and profile – we’ll provide you with a diverse, energising and lively environment that focuses on equal opportunity and real career progression.

We’ll take your personal and professional development very seriously and enable you to make a genuine difference for yourself, your colleagues and our customers.

More about us

To us, agile working is more than working flexibly – it’s about entrusting colleagues to think creatively about how, when and where they work, to deliver their very best!

COVID-19 - we're beginning our transition to hybrid working. This means that each week will be split between spending time in one of our office hubs and working from home. We’re happy to consider options other than 9-to-5 office-based work. Our offices are based in London, Bristol and Birmingham and there will be opportunities to work remotely as well as to spend time with the core team.

Due to the nature of the role, if you're based outside of London, there is an expectation to travel into London once or twice a week.

We're constantly looking at ways to improve by using the technology available to us (Microsoft Teams) and keep the team engaged and involved. Please speak to us about what you’re looking for and what works for you.

If you would like to work in an environment with quality at the heart of thinking, whilst gaining skills and experience in a friendly and motivated team, we’d love to hear from you!

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, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.