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, develop skills, and enjoy a supportive team environment.
- Other info: Fast-paced role with opportunities for personal growth and career advancement.
- Why this job: Make a real difference by helping customers and enhancing their banking experience.
- Qualifications: Experience in complaint handling and excellent communication skills are 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 Manchester 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 those looking to grow in the financial services sector. With a strong commitment to delivering excellent customer service, employees benefit from comprehensive training opportunities and a supportive environment that encourages open communication and teamwork. Located in the UK, this role offers the chance to engage with a diverse range of customer queries while being part of a forward-thinking organisation dedicated to continuous improvement and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler Lloyds Banking Group in Manchester
✨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 you're genuinely interested and align with their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complaints, role-play scenarios with friends or family. This will help you articulate your thoughts clearly and confidently during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and really want to be part of the team at Lloyds Banking Group.
We think you need these skills to ace Complaints Handler Lloyds Banking Group in Manchester
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 brush up on Lloyds Banking Group's policies and procedures, especially those related to complaints handling. Familiarise yourself with the FCA regulations and be ready to discuss how you've adhered to these in your previous roles.
✨Showcase Your Communication Skills
Since excellent verbal and written communication is key for this role, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated with customers and colleagues, especially in resolving complex issues.
✨Demonstrate Emotional Intelligence
Be prepared to showcase your ability to empathise with customers. Think of instances where you've handled difficult situations with care and understanding, and be ready to share these during the interview.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle objections. Think through potential scenarios you might face as a Complaints Handler and how you would approach them, focusing on solution-oriented thinking.
