Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

We’re recruiting for a Team Manager to join Motor Customer Services, as line manager for a team of Customer Service Advisors, who deliver activity from customer order and delivery, through to ‘in life’ customer support.

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.

Motor Finance & Leasing is a key part of Retail Bank, the largest division in Lloyds Banking Group. We help our customers by fulfilling their mobility needs through the Lex Autolease brand, striving to deliver customer service excellence that responds to constantly evolving customer needs.

We’re recruiting for a Team Manager to join Motor Customer Services, as line manager for a team of Customer Service Advisors, who deliver activity from customer order and delivery, through to ‘in life’ customer support.

You’ll be responsible for the daily management of all your direct reports, which includes dealing with HR related issues, and workload and performance management. You’ll also develop relationships with key customers within your team’s portfolio. Plus, you’ll lead the Continuous Improvement initiative on behalf of your team, ensuring process changes are implemented successfully and any learning cascaded throughout the department

As a Team Manager you’ll also:

• Demonstrate and promote leadership behaviours to support the achievement of agreed objectives through your own activity as well as that of your team.

• Ensure customer feedback is responded to appropriately with action plans understood and improvement actively monitored through key.

• Carry out regular team quality measures including adherence to any specific business measures, Call Coaching and Mandatory Reading monitoring.

• Own, lead, promote and support team-based improvement projects alongside wider Continuous Improvement plans

• Actively manage recruitment, induction, setting objectives and appraisals, 121 reviews, team meetings, monitoring and control of absence procedures and general performance of the team.

• Coach and support the development of all direct reports.

• Maximise retention and exceed the expectations of internal and external customers through the quality of service provided. Ensure that any customer enquiries or issues are handled efficiently and effectively.

• Create and sustain mutually beneficial relationships with both internal and external customers and suppliers, managing those relationships in a way which enables the company to retain business and gain maximum value.

About you:

We’re looking for customer-centric professional who is passionate about the vision for our business and customers, as well as driving customer improvement.

You’ll be an effective collaborator and relationship builder, with a solid background in delivering results and supporting others to achieve agreed objectives in an operational environment. You’ll be engaging and can demonstrate building trust, to develop a strong team.

You'll also need you to have:

• Ability to influence senior stakeholders, including influencing change and longer term thinking

• Strong communication skills and ability to present information formally.

• Ability to be proactive and look for opportunities to improve the working environment.

Having a Financial Services background is highly desirable, not essential, however having a sound understanding and/or interest in Motor Finance and Leasing, and a desire to apply and grow your skillset with us, will be.

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. As a team we work flexibly following a hybrid working model, with some remote home working as well as working from our Stockport hub.

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.