Technical Specialist - Complaints

Lloyds Banking Group; City of Edinburgh; Hybrid; GBP 29,000 - 32,000; Full time

Job summary

Lloyds Banking Group recherche un spécialiste technique pour gérer les plaintes liées aux pensions. Ce poste exige une expertise en administration des pensions ainsi qu'une solide expérience en gestion des plaintes dans le secteur des services financiers. Le rôle implique de travailler en étroite collaboration avec des partenaires internes et externes pour garantir une résolution satisfaisante des problèmes des clients et faire respecter les normes. Une rémunération compétitive et des avantages variés sont offerts dans un environnement flexible et inclusif.

Benefits

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

Qualifications

• Expérience dans l'administration des pensions.
• Gestion des plaintes dans les services financiers.
• Compétences organisationnelles élevées requises.

Responsibilities

• Gérer la gestion des plaintes par des activités telles que l'analyse de données et la déconstruction des fichiers.
• Contacter les clients pour comprendre et résoudre les plaintes.
• Rédiger des réponses claires et articulées.

Skills

Pensions administration experience

Financial services complaints handling experience

Expert organisational skills

Excellent telephony skills

Conflict resolution skills

Clear and accurate written communication skills

Exceptional relationship building skills

Job description

End Date

Thursday 26 June 2025

Salary Range

£29,460 - £31,010

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

This is a full time role based in either Edinburgh ort Dundee.

Job Description

• JOB TITLE:Technical Specialist/Complaints Handler

• LOCATION(S):Edinburgh or Dundee

• 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 Technical Specialist/ Complaint Handler you'll work closely with the operational functions as a member of the Embark Pensions Complaints Team, dealing with SIPPs, to ensure we follow the FCA DISP complaint handling rules and the legal requirement governing the provision of pension scheme administration services whilst meeting our obligations as a pension scheme trustee and administrator. This role is responsible for ensuring we operate exceptional process and controls and manages strong counterparty relationships both internal and external.

You’ll also:

• Take ownership of complaint case management through skills and activities such as scheme deconstruction, file reconstruction, data mining and investigation, forensic assessment, document analysis in order to prepare overviews, reports and recommendations. Personal ownership, control and management of situations, cases and thematic matters.

• Contact customers and other partners throughout the complaints process to understand, support and bring the complaint to a satisfactory customer resolution.

• Provide written responses that are clear, articulate and straight-forward; with accurate overviews of the complaint(s) and reasoning behind the response.

• Ensure all processes are followed, using standard frameworks and templates, subject to risk and compliance oversight.

• Calculation/evaluation of loss: decide and apply correct interest calculation, assess maximum potential commercial liability for the firm.

Why Lloyds Banking Group

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive

What you’ll need

• Pensions administration experience

• Financial services complaints handling experience

• Expert organisational skills

• Excellent telephony skills

• Conflict resolution skills

• Clear and accurate written communication skills

• Exceptional relationship building skills

Some experience of these would be really useful

• Self invested pensions administration

• Financial services remediation work

• Property investment administration

• Financial or pensions ombudsman case management

• Investment administration

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

This is a once in a career opportunity to help shape your future as well as ours.

Join us and grow with purpose.

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.