Complaints Manager

End Date

Salary Range

We support flexible working – click here for more information on flexible working options

Flexible Working Options

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.

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, make change happen and challenge the status quo. Sound like you?

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 business

We 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

Like what you hear? Join us!

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.