Embark Pensions - Complaints Operations Manager (FTC/Secondment)

JOB TITLE: Embark Pensions- Complaints Operations Manager (FTC/ Secondment)

SALARY: £59,850 to £66,500

LOCATIONS: Edinburgh

HOURS: Full-Time, 12-month Fixed Term Contract

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week or 40% of your time at one of our office sites

About this Opportunity

Are you passionate about resolving customer journeys? We have a fantastic opportunity to join our Embark Pensions Complaints team, solving problems for customers today and making experiences better for customers tomorrow. We handle each complaint with empathy, judgement, and care to ensure we deliver a good outcome for the customer and the Group.

We have an opening for an Operations Manager for our Complaints team, leading all aspects of our resolution of customer journeys, often for vulnerable customers, including personally owning some of the most complex cases to deliver the right outcome.

You'll lead a team supporting our customers, working with colleagues at all levels. This can range from providing quick updates on complaints to taking the lead on discussions to identify the best way to resolve a complex complaint.

What You’ll Be Doing

The role involves:

• Leading our Complaints Team to deliver great outcomes for customers.

• Coaching on effective customer communication and complaint resolution to develop a high performing team.

• Engaging with customers and partners to resolve complex complaints.

• Collaborating, and leading discussions, to find resolutions to customer complaints.

• Identifying the root cause of issues and sharing insight to improve experiences for customers in future.

Why Lloyds Banking Group

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What You’ll Need

• You’ll be empathetic and passionate about delivering great customer service.

• You’ll be an excellent coach, sharing knowledge to develop colleagues as part of a high performing team.

• You’ll love to get to the bottom of problems on behalf of our customers and support your team to put things right.

• You’ll be a strong communicator experienced at collaborating with a wide range of partners.

• Existing knowledge of complex pensions products is crucial for the role. It would be an advantage if you have current experience in supervising complaint management teams including Training & Competence supervision. Experience of coaching colleagues as part of a high performing team is essential.

About Working For Us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. 

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

 If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.