Complaints Manager – 12 Month Fixed Term Contract

Lloyds Banking Group

. Handle complaints accurately in line with complaint handling policies .

Posted 11/2/2026full-timeEdinburgh • United KingdomMid-LevelSenior💰 £30,201 - £31,790 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaint handling and customer relationship management, with a focus on delivering positive outcomes and simplifying customer journeys. Proficient in investigating complex issues and applying sound judgment to reach fair decisions.

Highest-signal resume keywords

Complaint Handling ExperienceCustomer Relationship ManagementComplex Problem SolvingExcellent Communication SkillsPension Product Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint InvestigationEvidence-Based Decision MakingCustomer Journey ImprovementContact Strategy ImplementationTelephony Experience

Soft Skills

Ability To Navigate AmbiguitySound JudgmentCustomer-Focused Mindset

Industry Keywords

SIPP PensionsCustomer ComplaintsCustomer QueriesTrusted Customer RelationshipsCustomer-Focused Culture

About the role

Key responsibilities & impact

Handle complaints accurately in line with complaint handling policies
Review customer cases and apply complaint handling policies to deliver good customer outcomes
Investigate complaints, including cases with multiple points
Answer customer queries and resolve frustrations when something has gone wrong
Build trusted customer relationships through structured contact strategies
Keep customers informed throughout all stages of their complaints
Promote a customer-focused culture
Identify opportunities to simplify and improve customer journeys
Work within the Complex Pensions team supporting customers with SIPP pensions across Embark and associated legacy brands

Requirements

What you’ll need

Previous/current complaint handling experience
Experience keeping customers updated through a contact strategy, including telephony
Experience investigating and problem solving complex customer issues
Ability to navigate ambiguity and apply sound judgement
Ability to reach fair, evidence-based decisions and good customer outcomes
Excellent communication skills, including explaining complexity and checking understanding
Ability to identify recurring issues, customer risks and opportunities to improve customer journeys
Experience with pension products, particularly SIPPs, is advantageous
Relevant transferable experience is encouraged

Benefits

Comp & perks

Flexible/hybrid working options
Workplace adjustments for colleagues with disabilities
Generous pension contribution of up to 15%
Annual performance-related bonus
Share schemes including free shares
Adaptable lifestyle benefits, such as discounted shopping
24 days holiday, plus bank holidays
Wellbeing initiatives
Generous parental leave policies
Learning, development and career growth opportunities
Disability Confident Scheme interview guarantee for eligible applicants
Reasonable adjustments throughout the recruitment process