Transport Customer Services Complaint Handler - Lex Autolease

Lloyds Banking Group; Manchester; Hybrid; GBP 30,000; Full time

Job summary

Join a leading financial institution as a Transport Customer Services Complaint Handler. This hybrid role involves resolving customer complaints, collaborating with various stakeholders, and ensuring customer satisfaction. You will work in a dynamic environment with a focus on personal development and inclusion.

Benefits

Up to 15% pension contribution

Performance-related bonus

Share schemes and free shares

Flexible benefits, including discounts

24 days' holiday plus bank holidays

Wellbeing programs and parental leave

Qualifications

• Previous complaint handling experience preferred but not essential.

Responsibilities

• Investigate disputes and resolve issues for customers.
• Collaborate with colleagues and manage priorities across cases.
• Educate customers about products and services.

Skills

Attention to Detail

Communication

Multitasking

Empathy

Creative Thinking

Tools

MS Office

Job description

Transport Customer Services Complaint Handler - Lex Autolease

Join to apply for the Transport Customer Services Complaint Handler - Lex Autolease role at Lloyds Banking Group

End Date: Thursday 22 May 2025

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

Flexible Working Options: Hybrid Working

Job Summary

This is a Hybrid role requiring attendance at our Manchester office 2 days a week. The first 3 months will be 100% office-based.

Role Details

Job Title: Complaint Handler

Salary: £29,460

Location: Manchester

Hours: Full Time

Working Pattern: Hybrid, with at least two days per week in the office and a commitment to 35 hours across Mon-Fri (8am-6pm). For new colleagues, the first 3 months are full-time office-based.

About the Role

Consumer Lending is vital to our Group, providing vehicles and finance under Lex Autolease and Black Horse brands. As a Complaint Handler, you will investigate disputes, resolve issues, and aim for the best customer outcomes. You will work in a dedicated team managing a portfolio of complaints, with daily goals to meet. No two days are the same!

Key Responsibilities

• Collaborate with colleagues, customers, dealers, and manufacturers, including senior contacts within major motor brands.
• Manage priorities across cases, emails, calls, and escalations from contact centre colleagues.
• Use your interpersonal skills to deliver fair and effective outcomes for customers and the business.
• Educate customers about products and services.

Qualifications & Skills

• Strong attention to detail and creative thinking, with confident communication skills (MS Office and phone).
• Ability to multitask, adapt to change, and prioritize effectively.
• Honest, resilient, and hardworking attitude.
• Empathy to understand customer needs and go above and beyond.
• Proactive approach to personal development and learning.

Previous complaint handling experience is preferred but not essential.

Our Commitment

We value diversity and inclusion, aiming to reflect modern society. We offer various initiatives, including disability confidence, and encourage applications from under-represented groups. Reasonable adjustments are available during recruitment.

Benefits

• Up to 15% pension contribution
• Performance-related bonus
• Share schemes and free shares
• Flexible benefits, including discounts
• 24 days' holiday plus bank holidays
• Wellbeing programs and parental leave

Join Us

Make a difference, grow your career, and thrive with Lloyds Banking Group. We are committed to a purpose-driven culture, helping Britain prosper, and building an inclusive workplace where everyone can succeed.