Tusker Driver Satisfaction Specialist Manager - Watford
Company: Lloyds Banking Group
End Date: Tuesday 02 December 2025
Salary Range: £35,340 - £37,200
Location: Watford
Hybrid working: at least three days per week (60%) in the office; full training week full‑time at office.
Job Description Summary
Based in Watford.
Responsibilities
* Support and manage driver satisfaction, handling complex escalated issues to achieve best service.
* Investigate complaints and ensure fair and consistent resolution within SLA agreements.
* Act as ambassador for Resolutions Team, demonstrating values, managing caseload, prioritising, and keeping drivers informed.
* Build strong relationships with internal and external customers, including account managers and Operational Business Teams.
* Input complaint data into CRM system for accurate reporting and analysis.
* Assist with reporting requirements, data entry, collate statistics, review analysis, provide trend insights and root‑cause observations.
* Attend team meetings to update, educate, and drive continuous improvement.
* Handle projects contributing to department, business, and customer improvement; facilitate survey tools, sending data feeds and invites on time.
Qualifications
* Experience handling escalated complaints with SLA compliance and phone escalation.
* Strong communication skills (written & spoken), intermediate Word, Excel, PowerPoint.
* Commercial and financial savvy, strong attention to detail.
* Self‑manager, prioritise and multitask under strict SLAs.
* Inquisitive, investigative mindset, integrity, fair treatment of customers.
* Adaptability in pressured, sensitive and stressful environments, solution‑oriented, calm, professional.
* Knowledge of complaint‑management and customer‑service experience; leasing and rental industry preferred.
* Business‑savvy, data‑driven, analytical insight delivery.
Benefits
* Generous pension contribution up to 15%
* Annual performance‑related bonus
* Share schemes including free shares
* Adaptable benefits (e.g., discounted shopping)
* 24 days’ holiday plus bank holidays
* Wellbeing initiatives and generous parental leave policies
Other Information
Flexible working support is available.
We are committed to an inclusive and diverse workplace.
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