End Date Sunday 10 November 2024 Salary Range £31,151 - £32,790 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary Please note this role is only available for colleagues residing in, or to those who hold right to work permits for Isle of Man Job Description JOB TITLE: Senior Complaint Handler SALARY: £31,151 LOCATION(S): Douglas, Isle of Man HOURS : Full-time WORKING PATTERN : Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. About this Opportunity As a highly motivated Senior Complaint Handler, you’ll be delivering on customer promises and consistently demonstrating and maintaining strong knowledge of different products, policies and procedures within work streams, as well as: Providing a quality service to customers by processing cases in the resolution of complaints within SLAs and deadlines. Dealing with complaints and/or investigating and resolving customer problems including responding to complex and Ombudsman complaints. Ensuring decisions can be understood by customers Identifying new customer retention or business opportunities. Developing your own personal capabilities using existing formal and informal training opportunities. Processing and responding to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collecting and preparing standard data related to ongoing issues. Why Lloyds Banking Group Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here. What you’ll need Excellent communication skills both written and verbal. Exceptional Customer Service Attention to detail. Problem solving/ investigation skills. An ability to adapt to change About working for us Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know. 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 If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you. 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. 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 keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 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.