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Technical Specialist/Complaints Handler

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End date

Tuesday 28 January 2025

Salary range

£28,329 - £29,820

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Job description

  • JOB TITLE: Technical Specialist/Complaints Handler
  • SALARY: £28,329
  • LOCATION(S): Edinburgh. Port Hamilton
  • 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.

About this Opportunity

As a Technical Specialist/ Complaint Handler you'll work closely with the operational functions as a member of the Embark Pensions Complaints Team to ensure we follow the FCA DISP complaint handling rules and the legal requirement governing the provision of pension scheme administration services whilst meeting its obligations as a pension scheme trustee and administrator. This role is responsible for ensuring we operate exceptional process and controls and manages strong counterparty relationships both internal and external.

You’ll also:

  • Take ownership of complaint case management through skills and activities such as scheme deconstruction, file reconstruction, data mining and investigation, forensic assessment, document analysis in order to prepare overviews, reports and recommendations. Personal ownership, control and management of situations, cases and thematic matters.
  • Contact customers and other partners throughout the complaints process to understand, support and bring the complaint to a satisfactory customer resolution.
  • Provide written responses that are clear, articulate and straight-forward; with accurate overviews of the complaint(s) and reasoning behind the response.
  • Ensure all processes are followed, using standard frameworks and templates, subject to risk and compliance oversight.
  • Calculation/evaluation of loss: decide and apply correct interest calculation, assess maximum potential commercial liability for the firm.

Why Lloyds Banking Group

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive

What you’ll need

  • Expert organisational skills
  • Excellent telephony skills.
  • Conflict resolution skills
  • Clear and accurate written communication skills.
  • Exceptional relationship building skills.

And any experience of these would be really useful

  • Financial Services complaints handling
  • Pensions administration
  • Self administered pensions administration
  • Financial services remediation work
  • Property investment administration
  • Financial or pensions ombudsman case management

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
  • 24 days’ holiday, with bank holidays on top
  • A range of wellbeing initiatives and generous parental leave policies

This is a once in a career opportunity to help shape your future as well as ours.

Join us and grow with purpose.
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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'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.