End Date
Monday 24 November 2025Salary Range
£114,810 - £135,070We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job ShareJob Description Summary
.Job Description
JOB TITLE: Head of Fraud Customer Treatments.
SALARY: £114,810pa to £135,000pa plus an extensive benefits package.
LOCATION: Bristol, Edinburgh, Leeds, Halifax, Chester, Belfast, Birmingham, Manchester, Glasgow, Hove, Newport.
HOURS: 35 hours, full time.
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of the above the listed hubs.
Why Lloyds Banking Group?
Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the everchanging needs of our 26 million customers. We're embracing collaborative, agile ways of working, to help us deliver the best outcomes for our colleagues, customers and businesses. We're growing with purpose. Join us on our journey and you will too!
Want to hear more?
Every day the media shares stories about fraud and the impact to people. Fraud can impact anyone across all aspects of society and the threats are forever evolving. We play a meaningful role to mitigate these threats, so we can continue to help the UK grow and prosper. This team works to protect the group and our customers from fraud, whilst creating a smooth customer journey.
This role focuses how we best respond to and support customers who have been or potentially are victims of fraud. You'll possess really sound customer conduct and treatment capability, to boldly and with credibility influence regulators, industry solutions providers and peer banks in how to best solve for complex victim scenarios in the context of evolving regulations.
The role is at the forefront of how we live by the value of ‘Helping Britain Prosper’ by ensuring we build trust and security for our customers as well as consumers across the UK.
Your accountabilities will include:
Lead the strategy for defining how we best respond to and remediate our customers who may be victims of fraud.
Own and evolve how we define customer treatment strategies for fraud taking into account a changing threat landscape, evolving industry practice and regulatory expectation.
Champion strategic fraud initiatives within LBG and externally, and lead SMEs to define and enable delivery of these initiatives.
Be the key link between our front-line teams, conduct teams, technology teams, complaints teams and wider partners to drive better outcomes for customers. Work passionately across teams to deliver the right outcomes for customers and the bank.
Catalyst for how we communicate with our customers to bring fraud awareness and education to the forefront of protecting our customers.
Decision maker for how we reimburse customers who have been victims of fraud in the most complex of situations.
Advocate for changes needed across the banking sector and associated sectors to better protect consumers from fraud from occurring in the UK using strong relationship and communication skills both internally and externally.
Lead our response to fraud regulation and regulatory requirements.
Lead a team of around 20 highly specialised SMEs.
Ultimately this role is our conscience and our judge of where to focus our efforts in helping our customers in the most challenging of times when fraud is taking place!
About you
As the ideal candidate, you’ll have demonstrable experience of the below fields:
Deep Customer Conduct and Treatment Expertise - Profound understanding of how to support and remediate customers who are (or may be) victims of fraud. Ability to define and evolve customer treatment strategies in response to changing threats, industry practices, and regulatory expectations.
Strategic Leadership - Lead the definition and delivery of strategic fraud initiatives, both within the organisation and externally. Act as a catalyst for cross-team collaboration, connecting front-line, conduct, technology, complaints, and other stakeholders to drive better outcomes.
Influence and Advocacy - Credibly influence regulators, industry solution providers, and peer banks to solve complex victim scenarios. Advocate for sector-wide changes to better protect consumers, using strong relationship-building and communication skills.
Decision-Making in Complex Situations - Make critical decisions on customer reimbursement in the most complex fraud cases. Serve as the conscience and judge for where to focus efforts in supporting customers during challenging times.
Communication and Education - Champion fraud awareness and education, bringing these topics to the forefront for customers and colleagues. Ability to challenge and be challenged—internally and externally
Team Leadership - Lead a team of highly specialised subject matter experts (SMEs). Inspire, challenge, and support team members, fostering diverse thinking and collaborative problem-solving.
About working for us
Our focus is to ensure we are 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 is why we especially welcome applications from under-represented groups. We're disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.
So, if you're excited by the thought of becoming part of our team, get in touch.
We would 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.