Head of Fraud Customer Treatments

End Date

Tuesday 25 November 2025

Salary Range

£114,810 - £135,070

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

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

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 and protect our customers, so we can continue to help the UK grow and prosper.

This team works to protect our customers and the Group 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. The role holder needs 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.

Job Description

• 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 stakeholders 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

So what about you

• A passion to deliver good customer outcomes balanced with commercial imperatives
• Sound knowledge of fraud across all aspects of the lifecycle
• Good influencing skills both within your team, across with other teams, wider organisation and third parties
• Strong communication skills that can adapt easily to different audiences
• The ability to challenge and be challenged internally and externally
• Someone who brings diverse thinking and can solve challenges from different perspectives
• A belief that we work together to succeed
• Passion for continuous learning and improvements

What we will give you

• A highly competitive reward package with options to personalise some of the benefits
• To be part of our team of experts who are motivated together to use the scale and experience of Lloyds Banking Group to help protect people
• The platform to grow for skills in the role and future roles
• To lead a highly respective team in an organisation that cares about protecting customers.

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.

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