End Date

Wednesday 19 November 2025

Salary Range

£29,460 - £31,010

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

Flexible Working Options

Hybrid Working

Job Description Summary

A full time permanent role and a 12 month Fixed Term Contract based in Birmingham.

Job Description

JOB TITLE: Commercial Complaint Manager
SALARY: £29,460
LOCATION(S): Colmore Row, Birmingham
HOURS: Permanent and 12-month Fixed Term Contract – 35 hours a week
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 Commercial Complaint Manager, you'll be:

Managing a portfolio of complaints
Adhering to DISP regulations including PSD2
Speaking with clients to get an understanding of their complaint to get a full resolution through inbound and outbound calls
Completing investigations of complaints, including speaking to internal partners
Writing communication to clients where appropriate

Why Lloyds Banking Group

From building a truly sustainable business to creating a place where people love to work, we need colleagues who are up for the challenge of our bold ambitions. Who are excited to push boundaries and make change happen. Together, we can grow with purpose

What you’ll need

Knowledge of Commercial Banking products.
Attention to detail
Investigation/analytical
System knowledge i.e. My Work Space, PEGA, Nucleus

And any experience of these would be really useful

Background in Commercial or Business Banking
Previous experience of complaint handling.

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.

(Please note our roles can generate a considerable amount of interest and can close early so don't miss out on this opportunity to 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.