At a Glance
- Tasks: Resolve customer complaints while ensuring compliance and delivering top-notch service.
- Company: Join Lloyds Banking Group, a leader in financial services with a commitment to excellence.
- Benefits: Gain valuable experience in a fast-paced environment with opportunities for growth.
- Other info: Embrace collaboration, communication, and critical thinking in a supportive team atmosphere.
- Why this job: Make a real difference by helping customers and enhancing their banking experience.
- Qualifications: Experience in complaint handling within a regulated financial environment is essential.
The predicted salary is between 30000 - 40000 £ per year.
The ideal candidate will ensure adherence to policies, training & competence scheme and risk frameworks at all times, whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. TP and client values will be displayed at all times.
Responsibilities
- Work within current standard compliance processes, systems, and procedures, and report simple non‑compliance issues.
- Prepare routine letters, memoranda and reports for approval, while following up on pending issues.
- Provide a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities.
- Produce accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.
- Prepare moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports.
- Develop personal capabilities using existing formal and informal training opportunities.
- Process and respond to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.).
- Collect and prepare standard data related to ongoing issues.
Job Profile Summary
We are looking for a highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Successful candidates will be able to communicate clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. You will enjoy a fast paced environment and adapt well to change.
Qualifications
- Minimum 12 months experience of complaint handling in financial services regulated environment in the UK.
- Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touchpoint and have a clear understanding of next steps.
- Excellent verbal and written communication.
- Organised, able to confidently manage assigned workloads whilst prioritising targets and deadlines.
- Objection handling whilst remaining professional.
- Minimum 6 months previous experience in Complaints Handling in Financial Services within an FCA Regulated environment (UK).
- Right to Work in the UK.
Background Checks
- Criminal Record Check.
- Credit Check.
- CIFAS and Sanctions checks.
- Any other associated checks.
Values
- Process Excellence - Doing things well means something to you and you will always strive to improve on your work.
- Collaboration - You enjoy working with others and you like working as a team player.
- Communication - You can speak and write clearly and in a confident manner.
- Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
- Open-Mindedness - You are able to be open to different ways of thinking and new ideas.
- Critical Thinking - You are able to think logically when making decisions.
- Solution Orientation - Having a forward thinking mindset focused on resolving challenges.
- Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
Complaints Handler Lloyds Banking Group in Leeds employer: Teleperformance SE
Lloyds Banking Group is an exceptional employer that prioritises employee development and a collaborative work culture, making it an ideal place for Complaints Handlers to thrive. With a commitment to delivering outstanding customer service, employees benefit from comprehensive training opportunities and a supportive environment that encourages personal growth. Located in the heart of the UK, the company offers a dynamic workplace where innovation and teamwork are at the forefront, ensuring that every team member feels valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler Lloyds Banking Group in Leeds
✨Tip Number 1
Get to know the company inside out! Research Lloyds Banking Group's values and recent news. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complaints, being able to articulate your thoughts clearly is key. Try role-playing with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experience where you turned a complaint into a positive outcome. This will demonstrate your solution-oriented mindset and ability to handle complex queries.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Complaints Handler Lloyds Banking Group in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in complaint handling, especially in a regulated financial environment. We want to see how your skills align with our values and the job requirements!
Showcase Your Communication Skills:Since clear communication is key for this role, use your written application to demonstrate your ability to convey information effectively. Keep it concise, professional, and ensure there are no typos – we love attention to detail!
Highlight Problem-Solving Abilities:In your application, share examples of how you've successfully resolved complaints or complex queries in the past. We’re looking for candidates who can think critically and find solutions, so don’t hold back on showcasing your achievements!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Teleperformance SE
✨Know Your Stuff
Make sure you’re well-versed in Lloyds Banking Group's policies and procedures. Brush up on your knowledge of complaint handling in a regulated environment, as this will show that you understand the importance of compliance and can navigate complex situations.
✨Practice Your Communication Skills
Since excellent verbal and written communication is key for this role, practice articulating your thoughts clearly. Consider doing mock interviews with a friend or family member to refine your ability to explain complex issues simply and effectively.
✨Showcase Your Emotional Intelligence
Prepare examples that demonstrate your ability to empathise with customers. Think about times when you’ve successfully handled difficult situations by being kind and understanding, as this will highlight your emotional intelligence and customer service skills.
✨Be Solution-Oriented
During the interview, focus on how you approach problem-solving. Share specific instances where you identified solutions to complaints or challenges, showcasing your critical thinking and entrepreneurial spirit. This will resonate well with the values of the company.
