Agile Working Options

Job Description Summary

Job Description

At Lloyds Banking Group, we have a clear purpose; to help Britain prosper and to become the best bank for our customers. What we do makes a genuine difference to families, businesses and communities, and we're playing a central role in building a growing UK economy.

Our brands, our services and our business span every aspect of banking and finance, including some of the biggest names on the UK's high streets.  That gives us a big responsibility to support the UK economy, and we have a clear strategy to put customers first - and achieve our vision of becoming the best bank for customers. 

The Consumer Finance division are responsible for providing personal and business credit cards, unsecured loans, motor finance and motor leasing solutions in the UK – Black Horse and Lex Autolease are the UK's leading regulated motor finance, vehicle leasing, and fleet management companies, offering a wide range of products and services to businesses and consumers.

Under Black Horse, the Internal Account Manager role resides within the wider Distribution Account Management Team. It is an entirely home based role, in which you’ll effectively manage and strengthen our existing relationship portfolio of Motor dealer intermediaries within the East Midlands, West Midlands and East Anglia territories, so you'll ideally need to be located within one of these areas.

Working as part of this centralised support function, you’ll achieve this utilising telephony and digital platforms supported by your Senior Management team. Your portfolio will involve end to end responsibility for assigned key dealers, additionally supporting our dealer network through a hybrid relationship approach in conjunction with Field Account Managers.

In this role you'll secure long term customer loyalty and profitable growth through a network of Motor, Leisure and Motorcycle dealer relationships. You'll be accountable for driving the total customer experience, satisfaction and loyalty through the management and co-ordination of supporting resources from within Black Horse.

Your accountabilities will include:

• Promote and communicate Black Horse and Joint Venture products and services to existing intermediaries, ensuring that the intermediaries make best use of the Black Horse literature and industry leading technology to achieve the right outcomes for the end customer

• Undertaking training and coaching as required through the use of our online learning repository and point of sale materials

• Drive improved dealer efficiencies through our digital framework supporting competency across our digital framework and self-serve platforms

• Implementation of Strategic and Digital Initiatives, demonstrate tangible influence within Dealers to ensure new business advances versus objective are achieved

• Managing customer Conduct risk through regular Business Performance reviews using a prescribed framework, formulating action plans, escalating significant threats and maximising opportunities

• Apply Treating Customer Fairly principles in all activities, supporting conduct best practice and where required in role

• Supporting Field Account Managers and Senior Managers to effectively develop, monitor and create individual business plans to maximise performance plus actively seeking ways to improve the service delivered to Dealers

• Support Manufacturer Relationships through the attendance of industry shows

About you:

We'd like to hear from professionals who are passionate, keen to learn, and who can embrace new ways of working. In particular, you’ll need to have a solid track record of consistently achieving business objectives within a Customer Service, Sales or regulated environment.

We’re also looking for proven experience in Telephony and Operational Customer Management systems, used within a regulatory environment.

It’s essential that you also possess:

• Experience in using performance and data management systems plus the producing of bespoke reporting

• Ability to evidence effective communication and listening skills to work with a diverse customer & stakeholder base

• Strong analytical, numerical and written communication skills

• Competent in the use of Microsoft applications.

• Focussed time management and coordinating skills, with an ability to influence key stakeholders in the delivery of time sensitive objectives

• Proven ability of working with a pool of diverse stakeholders both internal and external, and able to manage competing priorities

• An adaptable approach to role expectations, with a behavioural agility to cope with changing environments

• Ability to work in isolation and be self-motivated to drive and achieve key business and customer objectives .

Having a Financial Services background is not essential, however having a sound understanding and/or interest in end to end relationship management and regulated environments would be beneficial. Additionally, you'll need to have a desire to apply and grow your technical skillset with us through training, ongoing coaching and assessments, that will maintain competence requirements.

Sound like your kind of place?

In return, as a multi-brand, multi-channel business, we have the scale and breadth to provide you with a diverse range of personal development and a career that’s enriching. We're dedicated to giving you opportunities and support to develop you both professionally and personally to optimise your potential.

We support the principles of agile working and will be pleased to consider applications from candidates seeking flexible working arrangements.

We're also passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. And just let us know if you need any reasonable adjustments made to our recruitment processes, and we'll try to accommodate them.

So if you’d like to be part of an inclusive, values-based culture focused on making a difference, we’d love to hear from you. Whatever your aspiration, you can also expect excellent benefits, including a discretionary performance-related bonus, private health cover, share schemes, and a generous pension contribution, along with the option to choose an additional cash lump sum (4% of salary) or pick from a wide range of industry leading benefits.

Together we make it possible - join us and you’ll be part of an organisation that values your contribution and empowers you to make a difference.

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.