At a Glance
- Tasks: Manage customer complaints and deliver great outcomes through effective investigation and communication.
- Company: Join Lloyds Banking Group, a leader in finance with a commitment to diversity and inclusion.
- Benefits: Enjoy a competitive salary, generous pension contributions, and flexible working options.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer journeys and resolving complex issues.
- Qualifications: Experience in complaint handling and excellent communication skills are essential.
The predicted salary is between 30201 - 31790 £ per year.
Salary Range: £30,201 - £31,790
We support flexible working – click here for more information on flexible working options.
Flexible Working Options: Hybrid Working
Job Description Summary:
Location(s): Edinburgh or Dundee
Hours: Full time – 35 hours per week – 12 month Fixed Term Contract
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
What you’ll be doing:
- Meeting customers' needs and achieving the right outcomes for our customers by correctly handling complaints.
- Investigating customer complaints, often with multiple points to make good decisions, answering customers queries and resolving customer frustrations when something has gone wrong in their journey.
- Building great and trusted relationships with customers through structured and valuable contact strategies to keep the customer informed at all stages of their complaint.
- Promoting a customer focussed culture at all times and using your experience to help find opportunities to simplify and improve customer journeys.
What we’re looking for:
- You’ll have previous/current complaint handling experience, including keeping customers updated following a contact strategy including telephony.
- You’ll enjoy investigating and problem solving to get to the heart of complex customer issues, confidently navigating ambiguity and applying sound judgement to reach fair, evidence based decisions and good customer outcomes.
- You’ll be an excellent communicator, able to explain to, and check understanding of complexity with customers and colleagues during your complaint handling duties.
- You’ll be curious about what complaints tell us, identifying recurring issues, customer risks and opportunities to improve the wider customer journey.
- It would be an advantage if you have experience in pension products, particularly SIPPs.
We know that great talent comes from many backgrounds. We recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.
This is a place for you:
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 24 days holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you’ll learn and thrive? Apply today and find out more!
Please note our roles can generate a considerable amount of interest and close early so don't miss out on this opportunity to 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.
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.
Complaints Manager - 12 Month Fixed Term Contract in Edinburgh employer: Lloyds Bank
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in Fort William. With a strong focus on employee growth through our Skill Progression Framework, we provide ample opportunities for career advancement while ensuring a healthy work-life balance with flexible working options. Our comprehensive benefits package, including generous pension contributions and wellbeing initiatives, reflects our commitment to the well-being of our colleagues, making us a great place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager - 12 Month Fixed Term Contract in Edinburgh
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Lloyds Bank.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Lloyds Bank. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Manager - 12 Month Fixed Term Contract in Edinburgh
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Lloyds Bank.
How to prepare for a job interview at Lloyds Bank
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Lloyds Bank's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Lloyds Bank offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
