Senior Case Handler

End Date

Friday 25 September 2026

Salary Range

£33,203 - £34,950

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

As a Senior Case Handler within Securities, you will play a key role in delivering excellent customer outcomes through the management of complex casework and customer requests. You will be responsible for investigating and resolving issues, supporting stakeholders, maintaining accurate records, and ensuring adherence to operational and regulatory standards.
You will work collaboratively with internal and external stakeholders, contributing to continuous improvement initiatives whilst supporting the wider team in delivering service excellence.

Job Description

Key Accountabilities

• Manage a portfolio of securities-related cases from receipt through to completion.
• Investigate and resolve complex enquiries and operational issues.
• Support the management of internal and external stakeholder relationships through effective communication and case ownership.
• Ensure all activities are completed in compliance with relevant policies, procedures, risk controls, and regulatory requirements.
• Identify and escalate non-compliance, process failures, or operational risks as appropriate.
• Create, maintain, and organise customer files, records, and correspondence to agreed standards.
• Prepare and analyse standard operational data to support decision-making and issue resolution.
• Support customer retention by identifying opportunities to improve service and customer experience.
• Assist with the implementation of process improvements and operational changes.
• Provide guidance and support to colleagues on routine policy and procedural matters.
• Develop personal knowledge and capability through both formal and informal learning opportunities.

Knowledge, Skills and Experience

Essential

• Experience in case handling, customer operations, lending operations, or securities environment.
• Strong investigative and problem-solving skills.
• Excellent attention to detail and organisational skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong written and verbal communication skills.
• Experience of working within regulated processes and compliance requirements.
• Customer-focused mindset with a passion for delivering positive outcomes.

Desirable

• Knowledge of securities processes, discharges, collateral management, or lending operations.
• Experience of handling complex customer complaints or escalations.
• Continuous improvement or process optimisation experience.

What You'll Deliver

• Excellent customer service and customer outcomes.
• Timely and accurate case resolution.
• Effective management of operational risk and controls.
• Strong stakeholder relationships.
• Support for team performance and continuous improvement activities.

Working Pattern

• Full-time, 35 hours per week.
• Agile working arrangements in line with Lloyds Banking Group policy.

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.