Transport Customer Services Complaint Handler - Black Horse

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. We'll just need your commitment to 35 hours across Mon-Fri (8am-6pm) We're looking for problem solvers with a curious mind! Could you ask the right questions to investigate the complex needs of our customers? About this opportunity Consumer Lending is a key part of our Group and helps customers by providing cars, vans, caravans, and motorbikes and/or the finance for them under our Lex Autolease and Black Horse brands. When mistakes happen it's the role of our Complaints Handlers to investigate disputes and to put things right and get the best outcome for the customer. As a Complaint Handler, you'd be working in a dedicated team investigating and working a portfolio of complaints and disputes with some daily goals to strive for. We're a friendly bunch, helpful and dedicated who'd tell you that no two days are ever the same! Day to day, you'll be:

• Collaborating closely with colleagues, customers, dealers, even manufacturers - talking (or writing to) a wide variety of people, in some cases senior customers within major motor brands.
• Balancing priorities between your various cases, emails, telephone calls and taking escalated calls from contact centre colleagues.
• Using your people and customer skills to deliver fair outcomes for both customers and the business.
• Playing a role educating our customers about products.
  
  An eye for detail and the ability to think creatively - articulating this confidently in both writing (MS Office skills needed) and over the phone.
• The ability to multi-task, respond to change and prioritise.
• An honest, hardworking and resilient approach to work.
• The empathy to put yourself in the customers' shoes, asking the questions needed to understand how we can help and go above and beyond for them.
• To take a pro-active in your approach to personal development and learning.
Ideally, we would like you to have previous Complaint handling experience but this isn't essential…

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.

Our focus is to ensure we're inclusive every day and build 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 subject to group performance
• 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 can have a positive impact as you learn, grow, and thrive?