Complaints Handler Lloyds Banking Group

Teleperformance•Concordia, KS

18h•Remote

About The Position

Teleperformance is certified as a great place to work in the UK for 2025. We deliver outstanding customer experiences through commitment, passion, and dedication to excellence. Due to our success, we have exciting opportunities in our Banking and Financial Service sector. You must be able to evidence a minimum of 6 months of previous experience in Complaints Handling in Financial Services within an FCA Regulated environment in the UK. This is a permanent, full-time position working 40 hours per week, requiring full flexibility. We are looking for a highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies, and procedures within work streams. The role involves responding to medium complex/regulated complaints. Successful candidates will communicate clearly with customers and colleagues, ensuring decisions are understood. You will thrive in a fast-paced environment and adapt well to change. The ideal candidate will ensure adherence to policies, training & competence scheme, and risk frameworks at all times, while delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Teleperformance and client values will be displayed at all times.

Requirements

Minimum 12 months experience of complaint handling in a financial services regulated environment in the UK
Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touchpoint and have a clear understanding of next steps
Excellent verbal and written communication
Organised, able to confidently manage assigned workloads whilst prioritising targets and deadlines
Objection handling whilst remaining professional
Right to Work in the UK
Criminal Record Check
Credit Check
CIFAS and Sanctions checks
Any other associated checks

Nice To Haves

Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
Collaboration- You enjoy working with others and you like working as a team player.
Communication- You can speak and write clearly and in a confident manner.
Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
Critical Thinking- You are able to think logically when making decisions.
Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

Responsibilities

Work within current standard compliance processes, systems, and procedures, and report simple non-compliance issues.
Prepare routine letters, memoranda, and reports for approval, while following up on pending issues.
Provide a quality service to customers by processing cases, dealing with complex queries, and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities.
Produce accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.
Prepare moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarizing data for reports.
Develop personal capabilities using existing formal and informal training opportunities.
Process and respond to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.).
Collect and prepare standard data related to ongoing issues.