Customer Service Operations Lead (FTC/ Secondment)

Customer Service Operations Lead (FTC/Secondment)

Salary: £59,850 to £66,500

Location: Leeds

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 our Wellington Place office

Additional Information: This is a 12-month contract opportunity

About This Opportunity

D2C Investments is one of the fastest-growing areas of the Group, with big ambitions and exciting plans. We've launched innovative products, are helping thousands of people start investing, and are building a platform that delivers exceptional experiences. Our Operations team works hand-in-hand with the platform to make this happen—ensuring every customer interaction is seamless, secure and supported by strong controls.

With over £26bn in assets under management and significant growth ahead, we're looking for a dynamic leader to play a key role in driving positive change. You'll deliver outstanding customer outcomes, modernise how we work, and unlock value at scale in a highly regulated environment.

As Customer Service Operations Lead, you'll be part of the leadership team shaping the future of investing. You'll inspire and empower colleagues to deliver service excellence every day, while driving innovation, simplifying processes, and embedding robust controls.

Our team is based in Leeds (Wellington Place) and works hybrid. We love the energy of being together and meet face-to-face at least two days per week, so you'll feel closely connected to your stakeholders and the customer journey.

What You'll Be Doing

• Lead and energise an operational team to deliver exceptional customer outcomes—setting direction, standards and pace.
• Partner with internal teams to shape solutions that maximise value for customers and the business.
• Embed and optimise key controls, ensuring risks are managed and remediated promptly.
• Drive continuous improvement- spotting opportunities, proposing enhancements and implementing change across systems and processes.
• Use data to make things better- interpret impacts and turn insight into action.
• Own projects and workstreams- deliver change with clear outcomes and measurable benefits.
• Strengthen operational resilience- recommend policy and process improvements to support growth and customer service.
• Manage performance- track progress and ensure alignment to priorities.
• Coach and develop colleagues- build capability for today and the future.
• Communicate with clarity- create engaging materials that bring complex topics to life.

Why Lloyds Banking Group

Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you'll find them all here.

What You'll Need

We'll be looking for experience in:

• Leading and inspiring others - you create an environment where people feel supported and motivated to do their best work.

• A natural curiosity about how things work and is keen to learn more about investments and operations.

• Building strong relationships - you're comfortable working with different teams and influencing decisions in a positive way.

• Using data to make things better - you can spot trends and turn insights into practical improvements.

• Understanding the importance of controls and doing things right - experience in a regulated environment is helpful, but not essential.

• Championing change and improvement - you like finding better ways of working and helping others adapt

About Working For Us

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

• 30 days' holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you!

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.