Complaints Manager

Complaints Manager page is loaded## Complaints Managerlocations: Basildontime type: Full timeposted on: Posted Todaytime left to apply: End Date: April 30, 2026 (12 days left to apply)job requisition id: 153323**End Date**Wednesday 29 April 2026**Salary Range**£44,901 – £49,890**Flexible Working Options**Hybrid Working, Job Share**Job Description Summary**.**Job Description****Job Title:** Complaints Manager 12-month FTC**Salary:**£44,901 – £49,890**Location:**Basildon**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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.**What you’ll be doing:**Part of Lloyds Banking Group, Cardnet is a leading UK provider of merchant acquiring services and a joint venture with Fiserv. We support businesses of all sizes to trade securely and confidently, operating in a fast‐paced and highly competitive market. We’re a close‐knit, high‐performing team with a strong focus on delivering the right outcomes for our customers.We’re looking for a Complaints Manager to join our Client Delivery team on a 12‐month fixed‐term basis. In this role, you’ll take ownership of investigating and resolving customer complaints, delivering fair, clear and timely outcomes for both customers and the business. You’ll work closely with colleagues and key partners, building strong relationships and using insight to influence positive change across Cardnet.You’ll also play a key role in improving how we work, identifying root causes, trends, risks and gaps within existing compliance processes and recommending improvements to help reduce future complaint volumes. Acting as the subject‐matter expert for complaints across Cardnet, you’ll support complaints training where needed and produce accurate management information, regulatory returns and statutory submissions, including the Annual BBSI return and FCA half‐yearly returns and trial runs.**What we’re looking for:*** A minimum of 2 years’ experience acting as a complaint subject matter expert, including end‐to‐end investigation and resolution of customer complaints in line with regulatory and compliance requirements* Confirmed experience of Identifying root causes, trends, risks and gaps within complaints and compliance processes, and driving service and process improvements to reduce future complaint volumes* Experience of producing accurate management information, regulatory returns and statutory submissions* Capable of building strong relationships with internal stakeholders and partners, influencing positive change across the businessWe know that phenomenal talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.**This is a place for you:**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. And, 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* 28 days’ holiday, with bank holidays on top* A range of wellbeing initiatives and generous parental leave policies**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.**With 320 years under our belt, we’re used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.Here, you’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.#J-18808-Ljbffr…