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Job Description Summary

Job Description

JOB TITLE: Dispute Resolution Manager

SALARY: £41,292 - £54,240 (dependent on location & experience)

LOCATIONS: Bristol / Birmingham / London

HOURS: Full-Time

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

This is a phenomenal opportunity to join our team!

You’ll help us to deliver a consistent and robust approach to the reassessment of cases which have been referred to the Business Banking Resolution Service (BBRS) and the Financial Ombudsman Service (FOS).

About This Opportunity

Our Commercial Dispute Resolution Team strive to help customers, by working collaboratively with colleagues, to resolve disputes and help repair their relationship with the bank.

We use empathy to understand their concerns and apply judgement to deliver fair and consistent outcomes to customers. We identify common issues and use this information to help deliver improvements to customer experience.

You’ll work collaboratively with your team to understand, assess and resolve complaints that customers have because they are not happy with the original outcome.

You’ll ensure the original response is tested against any new evidence offered by either the customer, the FOS, or the BBRS as part of the Alternative Dispute Resolution process. This includes complaints of both small and medium sized businesses (SME’s) that have not previously had access to an independent review.

Accountabilities:

The overriding aim is to assess, understand and respond to customer’s complaints and address any tasks which arise as a result of complaints alongside:

• determining underlying issues associated with highly complex and specialised complaints, and develop solutions focussing on customer fairness.

• deliver high levels of customer service by supporting customers with their complaint.

• maintaining BBRS and FOS relationships, updating and resolving complaints in a timely manner.

• ensuring decisions are made accurately and promptly, following the Group’s policies & procedures.

• collaborating with a wide range of internal contacts to support the resolution of complaints.

• working independently and meeting tight timescales, exercising decision-making skills and raising issues as required.

• identifying areas of improvement to processes & service and assisting in implementing change initiatives to improve the quality of work.

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

Your role as a Dispute Resolution Manager requires collaborative working and key communication skills to apply industry standard regulation and policies to review and resolve customer disputes whilst maintaining high attention to detail. You’ll also bring:

• Strong evidence of managing complex complaints

• Strong knowledge of dispute resolution rules and regulations.

• Excellent presentation and written skills - you'll communicate sophisticated or difficult messages optimally to different audiences, tailoring the approach

• Demonstrable ability to influence both internal & external partners

And Any Experience Of These Would Be Really Useful

• Product knowledge of fixed rate lending, authorised push payment fraud and recoveries desirable.

• Challenge oriented approach and have an appetite for knowledge.

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

• 28 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.

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.