Customer Service Operations Lead (FTC/ Secondment)

End Date

Wednesday 21 January 2026

Salary Range

£59,850 - £66,500

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

.

Job Description

JOB TITLE: 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 dedicate