Lloyds Banking Group
EET Renewals TL
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End Date: Wednesday 22 July 2026
Salary Range: £36,224 - £38,130
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
A manager who supervises, coaches, and develops their team to work together to help Britain prosper by providing an excellent customer experience and compliantly meeting their financial and service needs with fair outcomes, including for our vulnerable customers. Supports and embeds LBG priorities, adheres to regulatory requirements, and role models the Group Values, Behaviours, and Code of Responsibility.
Job: Renewals and Cancellations Team Leader
SALARY: £36,225
LOCATION(S): Watford
HOURS: Full-time
WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 60% 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
Reporting directly to the Head of Department and leading all aspects of the Renewals and Cancellations Team's activities. Responsible for leading all aspects of the team's performance and ensuring alignment with company objectives. You and your team will contribute to the continued growth and development of our rapidly expanding business. This role requires strong leadership, critical thinking, and a focus on delivering exceptional service and operational excellence.
About us
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 Tusker car website for more information.
What you’ll need
- Proficiency in leading teams through conducting one-on-one sessions with team members, supervising performance metrics, reviewing call recordings/quality assessments, and monitoring service level agreements against company targets.
- Coaching the Team on new projects, case volumes, legislations, and process changes.
- Authorising holiday, rotas, and staff requests (inc sickness and Back to your Best programmes), career progression plans, and completion of mandatory training.
- Experience of collaboration and partnerships effectively with colleagues, team leaders, and other customers (e.g., suppliers, partners) to ensure a seamless customer experience.
- Also working with the Marketing, End of Contract, and Contract Management Teams to suggest and support clear communication and to support the extensions and collections process where necessary.
- Process Improvement and see opportunities to improve the current processes and contribute to ad-hoc ‘driver journey’ projects as needed.
- Provide outstanding customer service through phone and email, building rapport and establishing long-term relationships.
- Deal with escalated complaints from the team or ADM’s.
- Handle live chat, support the launch, development, immediate support, and guidance to potential customers. (When this launches in 2026)
- Prepare tailored vehicle quotations for VIPs, ADM’s, or complaint cases, clearly communicate lead times, and proactively follow up with customers to champion leads and secure orders
- Attend Event: Participate and represent the company at driver roadshows and launch events, gathering valuable customer feedback and promoting our services including providing quotations and follow-up.
- Stay up-to-date on the latest vehicle models, features, and industry trends, enabling you to provide informed recommendations and guidance to customers.
- Participate in test driving internal demo cars to enhance product knowledge.
- And any experience of these would be really useful
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Customer-Focused Perspective
- With a genuine passion for providing exceptional customer service with a customer-focused attitude and building strong relationships at a Team Leader Level.
- A warm, enthusiastic, and outgoing personality with a genuine desire to help the team.
- A proactive and self-motivated individual with a strong work ethic and a desire to succeed.
- With excellent communication, interpersonal, and negotiation skills, with the ability to confidently interact with customers and partners over the phone and via email.
- Strong interest in cars and the automotive industry. (Prior knowledge of salary sacrifice car schemes is a plus!)
- A proactive and resourceful problem-solver with the ability to prioritize tasks effectively under pressure.
- Ability to think critically, solve problems creatively, and adapt to changing situations
- A self-motivated, driven, and detail-oriented with a flexible approach to work.
- A proactive and self-motivated individual with a strong work ethic and a desire to succeed.
To self-develop
- Enhance your managerial knowledge, but subscribing to Lloyds training and in-house offerings
Strong organizational and time management skills
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- With the ability to prioritize tasks, handle a pipeline, and meet deadlines.
A Great Teammate
- With proven experience of working collaboratively as part of a team and contribute to a positive and supportive work environment
About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. 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. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
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
- 24 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.
With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers. Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.
Should you wish to contact us for any reason, please email us at: careers@lloydsbanking.com
For more Flexible Working Options, please use the free text search, e.g., job sharing, variable hours, to identify relevant matches.
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