Driver Resolutions Senior Case Manager

Lloyds Banking Group; Watford; Hybrid; GBP 33,000 - 40,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Hybrid work

24 days holiday

Job summary

Lloyds Banking Group in Watford seeks a Driver Resolutions Senior Case Manager to own complex complaints from first contact to resolution. The role involves thorough investigations, applying regulatory frameworks, and delivering clear outcomes to protect drivers and the company.

The position is hybrid, with at least some time in the Watford office. Training requires initial in-office days, with flexibility once competent.

Qualifications

• Experience in a customer service environment with strong complaint-handling principles.
• Ability to conduct detailed investigations involving multiple sources.
• Ability to make balanced, evidence-based decisions in sensitive cases.

Responsibilities

• Own and manage complex, high-risk complaints from start to finish.
• Conduct thorough investigations and provide clear, balanced outcomes.
• Collaborate with stakeholders to drive improvements and compliant resolutions.

Skills

Customer service

Investigation skills

Evidence-based decisions

Strong communication

Cross-functional work

Regulatory risk

Job description

End Date Sunday 01 November 2026

We support flexible working – for more information on flexible working options.

Flexible Working Options

Flexibility in when hours are worked

Job Summary

Based in Watford

Job Title: Driver Resolutions Senior Case Manager

Salary: £36,225

Location(s): Watford

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 our Watford office. During the training period, we do ask new starters to be in the office 5 days a week until they are competent and fully trained unless an exception is requested whereby we will adapt and support.

About this Opportunity

The Driver Resolutions Team listens to drivers’ concerns, investigates what happened and works with the appropriate teams to achieve fair, timely and compliant outcomes. The team turns negative experiences into opportunities to rebuild trust, improve service and strengthen the driver journey. Through feedback, root-cause analysis and collaboration, the team also identifies and supports improvements to processes, systems and ways of working. The Driver Resolutions Senior Case Manager - Level 3 is the primary point of contact for complex, high-risk and escalated complaints. The role owns cases from initial contact through to resolution, conducts thorough and impartial investigations, applies relevant policies, regulations and complaint-handling frameworks, and delivers clear, balanced outcomes that protect both the driver and Tusker. As a subject matter expert, the role also provides insight, challenge and guidance to colleagues and senior stakeholders, helping to prevent external escalation and improve future service. The team’s remit has expanded to further strengthen collaboration across the business, ensuring driver concerns and complaints are investigated thoroughly, resolved fairly, and managed with a strong focus on achieving the right outcomes. The team will work closely with Account Managers, operational teams, suppliers, Legal colleagues, and senior collaborators. They will lead evidence-based investigations, provide clear recommendations, and support resolving complex cases. Alongside case management, the team will play a key role in driving continuous improvement by identifying recurring themes, contributing to policy reviews, supporting audit readiness, and sharing insights that help enhance our services and driver experience. The team will also provide guidance and training to colleagues on escalated complaint handling and effective management of challenging driver conversations. Building trust through professional, empathetic communication is essential, including using telephone conversations where appropriate and following up with clear written confirmation. Experience of taking ownership of agreed actions, work towards practical resolutions and maintain sound judgement, professionalism and composure when handling sensitive or contentious situations. The team’s remit has expanded to further strengthen collaboration across the business, ensuring driver concerns and complaints are investigated thoroughly, resolved fairly, and managed with a strong focus on achieving the right outcomes.

About Us / Why Lloyds Banking Group?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you. We’re an award-winning car leasing company who have been providing company car and tax efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet positive mobility and a brighter more sustainable future. We’re committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes. Our Car Benefit Scheme gives employees access to affordable, fully maintained and insured cars for a fixed monthly amount delivered through a salary sacrifice employee benefit arrangement.

Offering all fuel types, prices and over 1000 cars to choose from all by leading manufacturers. Please visit Tusker car website for more information.

What you’ll need

Experience within customer service environment with strong understanding of complaint-handling frameworks, fair outcomes, governance, managing critical issues and risk principles. Demonstrable experience of conducting detailed investigations involving multiple participants and evidence sources. Ability to make balanced, evidence-based decisions in sensitive or contentious cases. Experience communicating case findings, risks, and recommendations clearly to senior collaborators. rs. Strong organisation, attention to detail and self-management, with the ability to prioritise competing demands and meet strict SLAs, with excellent written and verbal communication skills, including experience of drafting comprehensive final responses and handling difficult conversations Tenacity, curiosity and a solution-focused approach, with the confidence to challenge constructively and think creatively with ability to remain calm, professional and resilient in a pressured and sometimes stressful environment. High levels of integrity, passion, self-motivation and respect when working with people at all levels with experience of working cross-functionally to resolve systemic issues in a regulated environment is desirable; experience in the leasing or rental industry is preferred. And any experience of these would be really useful Experienced and responsible for managing complicated, sensitive, and raised complaints from start to finish. Each case is thoroughly investigated, resolved fairly, and handled within agreed service levels, important metrics, and BVRLA timescales. Experience of reviewing all relevant documentation, systems and communications, establishing the facts, assessing customer impact and making evidence-based decisions that balance customer outcomes, company policy, regulatory requirements and commercial considerations. Exposure and experience to recommend appropriate remedial actions, compensation and goodwill gestures in line with the documented Redress Scheme, while providing clear and well-reasoned final responses. They will also identify matters involving a blocking issue and direct them through the established governance channels. These include Compliance, Legal, Directors, senior collaborators, or the BVRLA Alternative Dispute Resolution service. They will ensure accurate case preparation for any external review. Proven effective management of an individual caseload, maintaining progress on investigations and keeping drivers informed throughout the complaint journey. Building trust through professional, empathetic communication is essential, including using telephone conversations where appropriate and following up with clear written confirmation. Experience of taking ownership of agreed actions, work towards practical resolutions and maintain sound judgement, professionalism and composure when handling sensitive or contentious situations. The team’s remit has expanded to further strengthen collaboration across the business, ensuring driver concerns and complaints are investigated thoroughly, resolved fairly, and managed with a strong focus on achieving the right outcomes. The team will work closely with Account Managers, operational teams, suppliers, Legal colleagues, and senior collaborators. They will lead evidence-based investigations, provide clear recommendations, and support resolving complex cases. Alongside case management, the team will play a key role in driving continuous improvement by identifying recurring themes, contributing to policy reviews, supporting audit readiness, and sharing insights that help enhance our services and driver experience. The team will also provide guidance and training to colleagues on escalated complaint handling and effective management of challenging driver conversations. Be able to enhanced focus reinforces our commitment to fairness, transparency, and exceptional service. By combining strong stakeholder engagement with robust governance and continuous improvement, the Driver Resolutions Team will help ensure we deliver better outcomes for drivers while strengthening our operational excellence.

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.

• 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

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. With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers. Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.

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