Complaints Handler Lloyds Banking Group - Remote in Sunderland

At Teleperformance, we deliver an outstanding customer experience at every opportunity, as a result of our commitment, passion and dedication to excellence. Due to our success, we have exciting opportunities in our Banking and Financial Service sector. You must be able to evidence a minimum of 6 months previous experience in Complaints Handling in Financial Services within an FCA Regulated environment (UK).

Start Dates: Various 2026

Salary: From £30,000 per annum

Location: Work From Home

Training: 2 weeks then 2 weeks Grad Bay

Contract: Permanent, Full Time (40hrs) (must be fully flex)

Background Checking:

• Right to Work in the UK
• Criminal Record Check
• Credit Check
• CIFAS and Sanctions checks
• Any other associated checks

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. 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.

Job Description:

• 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.

Essential Experience:

• 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.

Values we look for you to have:

• 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.

Disclaimer: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign; this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements, we will endeavour to find other suitable roles for you; however, this may not be possible, in this instance we reserve the right to reject your application.