End Date
Sunday 01 November 2026
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Flexibility in when hours are worked
Job Description Summary
Based in Watford
Job Description
JOB TITLE: Driver Resolutions Senior Case Manager
SALARY: £36,225
LOCATION(S): Watford
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 Watford office. During the training period, we do ask new starters to be in the office 5 days a week until they are competent and fully trained unless an exception is requested whereby we will adapt and support
About this Opportunity
The Driver Resolutions Team listens to drivers’ concerns, investigates what happened and works with the appropriate teams to achieve fair, timely and compliant outcomes. The team turns negative experiences into opportunities to rebuild trust, improve service and strengthen the driver journey. Through feedback, root-cause analysis and collaboration, the team also identifies and supports improvements to processes, systems and ways of working.
The Driver Resolutions Senior Case Manager - Level 3 is the primary point of contact for complex, high-risk and escalated complaints. The role owns cases from initial contact through to resolution, conducts thorough and impartial investigations, applies relevant policies, regulations and complaint-handling frameworks, and delivers clear, balanced outcomes that protect both the driver and Tusker. As a subject matter expert, the role also provides insight, challenge and guidance to colleagues and senior stakeholders, helping to prevent external escalation and improve future service.
About us / Why Lloyds Banking Group?
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. Including you.
We’re an award-winning car leasing company who have been providing company car and tax efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet positive mobility and a brighter more sustainable future. We’re committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes.
Our Car Benefit Scheme gives employees access to affordable, fully maintained and insured cars for a fixed monthly amount delivered through a salary sacrifice employee benefit arrangement. Offering all fuel types, prices and over 1000 cars to choose from all by leading manufacturers. Please visit for Tusker car website for more information
What you’ll need
Experience within customer service environment with strong understanding of complaint-handling frameworks, fair outcomes, governance, managing critical issues and risk principles.
Demonstrable experience of conducting detailed investigations involving multiple participants and evidence sources.
Ability to make balanced, evidence-based decisions in sensitive or contentious cases. Experience communicating case findings, risks, and recommendations clearly to senior collaborators. rs.
Strong organisation, attention to detail and self-management, with the ability to prioritise competing demands and meet strict SLAs, with excellent written and verbal communication skills, including experience of drafting comprehensive final responses and handling difficult conversations
Tenacity, curiosity and a solution-focused approach, with the confidence to challenge constructively and think creatively with ability to remain calm, professional and resilient in a pressured and…