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Stripe Servicing Lead & Complaints Analyst

Lloyds Banking Group

Basildon

On-site

GBP 35,000 - 55,000

Full time

7 days ago

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Job summary

A leading financial institution in Basildon is seeking a Stripe Servicing Lead and Complaints Analyst to manage all Stripe-related interactions and complaints. This role requires strong customer service skills and the ability to ensure compliance with relevant regulations. Your responsibilities will include handling complaints, driving improvements based on customer feedback, and engaging with stakeholders. The ideal candidate will have experience in financial services and a strong analytical mindset. This position offers a competitive remuneration package with a range of benefits.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

24 days' holiday plus bank holidays

Wellbeing initiatives and generous parental leave

Qualifications

Strong customer service and relationship management skills.
Analytical ability to identify pain points and recommend improvements.
Excellent written and verbal communication skills for proactive engagement.

Responsibilities

Act as the primary point of contact for all servicing requirements.
Ensure compliance with all legislative and regulatory requirements.
Take ownership of complaints and deliver fair resolutions.

Skills

Customer service skills

Analytical ability

Written communication skills

Problem-solving capabilities

Education

Experience in merchant services or financial services

Background in complaint handling

Role Overview

Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for a Stripe Servicing Lead and Complaints Analyst. Purpose of the Role: To deliver a seamless experience for all Stripe-related interactions, including managing servicing requirements and triaging complaints from the Stripe dashboard. The role also involves taking ownership of Cardnet complaints, ensuring fair, timely, and effective resolutions within agreed timescales.

Key Responsibilities

Stripe Servicing Lead:
- Act as the primary point of contact for all servicing requirements originating from the Stripe dashboard.
- Execute and complete actions within the Stripe dashboard accurately and in a timely manner, ensuring compliance with agreed processes and service standards.
- Support with the creation and implementation of the OOH incident model.

Complaints Handling & Governance:
- Ensure compliance with all legislative and regulatory requirements, including DISP and Consumer Duty, through adherence to complaints handling policies and training.
- Maintain and update the complaints database in line with Cardnet policies, highlighting emerging trends.
- Take ownership of complaints, conduct investigations, and deliver fair resolutions within agreed timelines.
- Perform root cause analysis and present findings to senior management, recommending improvements based on customer feedback.

Process Management & Risk Mitigation:
- Oversee end-to-end complaints journey, including timely triaging and forwarding between firms.
- Implement robust handoff processes to mitigate risks of delays and breaches of DISP time limits.

Stakeholder Engagement:
- Build and maintain strong relationships with internal teams and external partners (Stripe) to ensure alignment on complaint handling standards.
- Support contractual agreements covering complaint governance, information sharing, and escalation procedures.
- Handle complex customer communications professionally, ensuring positive outcomes.

Qualifications

Strong customer service and relationship management skills.

Analytical ability to identify pain points and recommend improvements.

Excellent written and verbal communication skills for proactive engagement.

Familiarity with digital tools and self-service platforms.

Problem-solving and lateral thinking capabilities.

And any experience of these would be really useful.

Experience in merchant services or financial services.

Background in complaint handling.

About Lloyds Banking Group

Part of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We’re a joint venture with Fiserv and support all merchants with their card acquiring needs. 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.

Commitment to Inclusion & Diversity

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, 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:

Benefits