End Date

Thursday 23 December 2021

Salary Range

£22,950 - £25,500

We support agile working – click here for more information on agile working options.

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

Part of Lloyds Banking Group, Black Horse is the UK's leading independent provider of non-captive motor finance, providing point-of-sale finance to over 900k end customers supporting them to purchase their vehicle of choice through 4,700 dealerships. We have partnerships and joint ventures with several leading vehicle manufacturers, and we support car fleet operators through our Fleet & Wholesale stocking and fleet finance solutions.

Motor Customer Services are a phenomenal team within Black Horse with an important role to play. Our purpose is to fulfil our customer mobility needs, with a vision to deliver customer excellence, responding to changing customer needs and is a great place for colleagues to work. We currently have an opportunity available in our Customer Resolution Teams for a Permanent Complaint Handler.

Job Description

Want to know more?

In our fast-moving environment you'll share our passion for delivering exceptional Customer Service - being responsible for the successful allocation, conclusion, and analysis of Customer Complaints.

Working as part of a friendly, professional team, you'll proactively manage your own case load. This will involve collaborating closely with customers, dealers, manufacturers, and Black Horse sales team. You'll use your negotiation, influencing and excellent customer service skills to resolve complaints efficiently whilst delivering fair outcomes for customers and the business.

Showing your resilience, positivity, and determination, you’ll be capable of meeting demanding targets without losing your eye for detail and have the ability to think creatively. Demonstrating a confidence to take ownership and responsibility for making your own decisions is essential.

Here's a snapshot of what we’re looking for in you:

Be able to demonstrate previous strong customer service experience, Complaint Handling experience would be good, but don’t worry if you don’t have that, as long as you can show us, you’re passionate about customer service we’d be interested in finding out more about you. You’ll need to be hard-working with a great attention to detail and a fantastic outlook towards your customers.

What we’ll need from you:

(Crucial)

• A strong background in multi-tasking within a contact centre environment
• Excellent Communication skills, having the ability to articulate complex and challenging decisions in a clear and simple way without compromising the level of customer service
• Working collaboratively to create a great team and letter writing skills are pivotal in this role.
• Good organisational skills and a keen eye for detail
• Ability to deliver the highest standard of customer service
• A pro-active approach to personal development and learning
• A passion for delivering an outstanding customer experience
• PC literate with an understanding of Microsoft office applications

(Desirable)

• Complaint handling background
• Financial Services Knowledge: Has a detailed knowledge & experience of financial services products & sales procedures and an understanding of the complaint handling regulations applicable to LBG and the FCA, especially the Consumer Rights Act 2015.

What support will I get and how will my career grow?

As a multi-brand, multi-channel business, we have the scale and breadth to provide you with a diverse range of training and development opportunities, helping you achieve an exciting and fulfilling placement! You'll receive a full on the job training plan to ensure that you follow the right path.

Our Shifts are Monday-Friday between 08:30 to 18:00 worked on a rotational basis. We'll consider both full time and part time applicants. We recognise that in order to attract the best people being flexible is key and therefore we encourage applications from people who may require flexible working arrangements.

We have a truly inclusive culture and greatly value the diversity of thought to help continuously drive us forward. Join us and be part of an inclusive, values-based culture passionate about making a difference.

We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

We look forward to hearing from you!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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'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.