# Complaints Manager - 12 Month Fixed Term Contract at Lloyds Banking Group

Lloyds Banking Group is hiring a Complaints Manager - 12 Month Fixed Term Contract in Edinburgh, United Kingdom. It pays £30k-£32k a year and Level rates it Little AI ●○○○; you can [apply on Lloyds Banking Group](https://jobsbylevel.com/go/1881dab5-8bff-49f8-8a1d-8a78c687de61?utm_medium=ai-agent).

AI Level 1, AI centrality 32 out of 100. Edinburgh.

## Details

- Company: [Lloyds Banking Group](https://jobsbylevel.com/companies/lloyds-banking-group)
- AI level: AI Level 1 (score 32 out of 100)
- Location: Edinburgh
- Salary: £30k-£32k
- Posted: November 2, 2026
- Apply: https://jobsbylevel.com/go/1881dab5-8bff-49f8-8a1d-8a78c687de61?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=complaints-manager-12-month-fixed-term-contract-at-lloyds-banking-group-342a0d

## Description

End Date Monday 16 November 2026 Salary Range £30,201 - £31,790 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working Job Description Summary . Job Description JOB TITLE: Complaints Manager SALARY: From £30,201 LOCATION(S): Edinburgh or Dundee HOURS : Full time – 35 hours per week – 12 month Fixed Term Contract WORKING PATTERN : Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office. 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: We have a fantastic opportunity to join our team as a Complaint Manager (CM), using Complaint Handling experience and decision-making skills to deliver great customer outcomes by reviewing customer cases and accurately applying complaint handling policies. The Complex Pensions team helps service customers with SIPP Pensions within the Embark and associated legacy brands. By their nature, SIPPs can be complex and provide a great opportunity for someone to deepen their knowledge and experience of the pensions market whilst resolving customer queries and delivering great outcomes. Your responsibilities will include: Meeting customers' needs and achieving the right outcomes for our customers by correctly handling complaints. Investigating customer complaints, often with multiple points to make good decisions, answering customers queries and resolving customer frustrations when something has gone wrong in their journey. Building great and trusted relationships with customers through structured and valuable contact strategies to keep the customer informed at all stages of their complaint. Promoting a customer focussed culture at all times and using your experience to help find opportunities to simplify and improve customer journeys. Why join us? We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. What we’re looking for? You’ll have previous/current complaint handling experience, including keeping customers updated following a contact strategy including telephony. You’ll enjoy investigating and problem solving to get to the heart of complex customer issues, confidently navigating ambiguity and applying sound judgement to reach fair, evidence based decisions and good customer outcomes. You’ll be an excellent communicator, able to explain to, and check understanding of complexity with customers and colleagues during your complaint handling duties. You’ll be curious about what complaints tell us, identifying recurring issues, customer risks and opportunities to improve the wider customer journey. It would be an advantage if you have experience in pension products, particularly SIPPs. We know that great talent comes from many backgrounds. 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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/complaints-manager-12-month-fixed-term-contract-at-lloyds-banking-group-342a0d

Source: https://jobsbylevel.com/jobs/complaints-manager-12-month-fixed-term-contract-at-lloyds-banking-group-342a0d

## Cite this page

Level. https://jobsbylevel.com/jobs/complaints-manager-12-month-fixed-term-contract-at-lloyds-banking-group-342a0d.

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