Customer Solutions Quality Senior Redress Administrator Bristol, England
Lloyds Banking Group
Full Time
Bristol, England
26980 - 28400 GBP ANNUAL Today
Job description
End Date
Monday 19 June 2023
Salary Range
£26,980 - £28,400Agile Working Options
Job Description Summary
In Lloyds Banking Group we put our customers interests at the heart of everything we do. We play a vital role in listening and understanding our customers individual circumstances, meeting their financial and service needs at first touch by providing the right outcome. This role will provide coaching support to teams to deliver customer service excellence and develop skills and performance of all colleagues. You will ensure that our colleagues are operating within a customer focused environment working within financial services regulation and conduct risk standards.
Job Description
ABOUT US
Our colleagues are making a difference, individually and collectively, through the work they do across the Group. Whatever your role, whatever your level or whatever part of our business you work in, you’ll have the opportunity to make a real difference and support our commitment to helping Britain prosper.
CORE PURPOSE OF THE ROLE
As a Quality Senior Redress Administrator, you will be part of leading our customer facing team within the Customer Solutions Programme. Working collaboratively, we specialise in correcting errors that have arisen across a variety of products, putting our customers back into the financial position they would have been, had the error not occurred.
This is a great opportunity to join our established team within the bank. You'll be working as part of a senior group to manage the work streams, support and improve both our customer and colleagues’ journeys.
This role will flex into other areas of the department to provide resilience. The main purpose of the role will be:
- Sample check colleagues work to identify any errors
- Champion and drive forward quality within the department
- Produce monthly MI pack
- Identify trends and deliver remedial actions
WHAT ARE WE LOOKING FOR?
A track record of being able to effectively manage multiple priorities, plan and organise workloads to meet deadlines is a must. You'll need to show a real passion for supporting colleagues in putting the customer first and proactively finding solutions for day-to-day challenges.
Essential Skills
- Highly organised
- Good understanding of Microsoft package including Excel & Teams
- Strong leadership & coaching skills
- Capable to manage own time & priorities to ensure targets are met
Desirable Skills
- Knowledge of relevant customer service systems (inc PEGA & SAP)
- An awareness of products & business areas
- Ability to identify and adopts ways to perform tasks in a more efficient and effective manner
- Desire and want to develop own skillset and knowledge
WHAT YOU’D GET IN RETURN
We'll give you a broad remuneration package which includes:
- A performance share bonus
- A generous pension contribution
- Private health cover
- 24 days holiday plus bank holidays
- Various share schemes including free shares
As a colleague of the Group, we’ll provide you with continuous training and development opportunities and regular career development conversations to help you fulfil your career potential, whatever your aspirations may be.
We're a founder member of the Agile Future Forum, a group of leading UK employers supporting flexible working. We're happy to consider options other than 9-to-5 office-based work. To us "Agile working" is more than working flexibly - it's about entrusting colleagues to think creatively about how, when and where they work, to deliver their very best.
Join us and you’ll be part of an environment where people really care about their work and the impact it has on colleagues, customers and communities.
Click apply below to get in touch with the team.
Together we make it possible.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
