Stripe Servicing Lead & Complaints Analyst

• JOB TITLE: Stripe Servicing Lead & Complaints Analyst
• SALARY: £29,460 plus On-Call payment.  
• LOCATION(S): Basildon, Essex.
• HOURS: Full-time – 35 hours a week plus inclusion on an out of hours rota.  
• WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at one of our office sites.

About this Opportunity

Part of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.

Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for a Stripe Servicing Lead and Complaints Analyst.

Purpose of the Role

To deliver a seamless experience for all Stripe-related interactions, including managing servicing requirements and triaging complaints from the Stripe dashboard. The role also involves taking ownership of Cardnet complaints, ensuring fair, timely, and effective resolutions within agreed timescales.

Key Responsibilities

• Stripe Servicing Lead
  • Act as the primary point of contact for all servicing requirements originating from the Stripe dashboard.
  • Execute and complete actions within the Stripe dashboard accurately and in a timely manner, ensuring compliance with agreed processes and service standards.
  • Support with the creation and implementation of the OOH incident model.
• Complaints Handling & Governance
  • Ensure compliance with all legislative and regulatory requirements, including DISP and Consumer Duty, through adherence to complaints handling policies and training.
  • Maintain and update the complaints database in line with Cardnet policies, highlighting emerging trends.
  • Take ownership of complaints, conduct investigations, and deliver fair resolutions within agreed timelines.
  • Perform root cause analysis and present findings to senior management, recommending improvements based on customer feedback.
• Process Management & Risk Mitigation
  • Oversee end-to-end complaints journey, including timely triaging and forwarding between firms.
  • Implement robust handoff processes to mitigate risks of delays and breaches of DISP time limits
• Stakeholder Engagement
  • Build and maintain strong relationships with internal teams and external partners (Stripe) to ensure alignment on complaint handling standards.
  • Support contractual agreements covering complaint governance, information sharing, and escalation procedures.
  • Handle complex customer communications professionally, ensuring positive outcomes.

 Why Lloyds Banking Group

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

• Strong customer service and relationship management skills.
• Analytical ability to identify pain points and recommend improvements.
• Excellent written and verbal communication skills for proactive engagement.
• Familiarity with digital tools and self-service platforms.
• Problem-solving and lateral thinking capabilities.

And any experience of these would be really useful

• Experience in merchant services or financial services.
• Background in complaint handling

 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

Ready to start growing with purpose?

Apply today.

If you’re excited by the thought of becoming part of our team, get in touch.

(Please note our roles can generate a considerable amount of interest and can close early so don't miss out on this opportunity to apply today.)