Tusker Driver Satisfaction Specialist Manager

End Date

Tuesday 02 December 2025

Salary Range

£35,340 - £37,200

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 Satisfaction Specialist Manager
• SALARY: £35,340 rising to £36,540 as of April 2026
• 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

About this Opportunity

Responsible for supporting our drivers, by handling and investigating complex and escalated issues to ensure we deliver and maintain the best service, using expertise to enhance the driver experience and exceed their expectations.

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 for Tusker car website for more information

What you'll need

• Experience of handling and investigating escalated complaints until a fair and consistent resolution can be provided within SLA Agreements and available on the phone to make, assist with and speak to dissatisfied customers should telephone calls need to be raised.
• To be an ambassador of the Resolutions Team, displaying behaviours of our values within our approach to internal and external customers, responsible for your own caseload, organising and prioritising these, keeping drivers advised and updated on a regular basis and within SLA agreements.
• A phenomenal teammate by building and maintaining great relationships with internal and external customers e.g., account managers and Operational Business Teams and inputting information on the CRM system to capture all complaint related information to enable accurate and valuable reporting and understand all the facts and perspectives, to ensure each point raised is answered.
• Experience with assisting with reporting requirements, data input and collating the statistics and reviewing analysis, providing insights on trends and root cause, and valuable observations for the business.
• Attend team meetings to update, educate and drive forward continual improvement with internal colleagues
• Experience of handling projects to contribute to the department, business and our customers, and facilitate the survey tools we utilise by sending data feeds and invites in a timely manner.

And any experience of these would be really useful

• Excellent communication skills, both written with Intermediate word, excel and PowerPoint skills with previous complaint management experience
• Commercially and financially astute
• Strong attention to detail
• Self-manager who must be able to prioritise work and multi-task to meet strict SLAs and tenacity to see multiple tasks through to successful completion at any given time.
• A smart and tenacious attitude towards investigations and finding out facts and displays integrity by always treating customers fairly when making decisions.
• Ability to work in a pressured, sensitive and sometimes stressful environment with Solution orientated who "thinks outside the box", a can-do attitude and remains calm and professional at all times
• Demonstrates high levels of passion, self-motivation and positivity and works and interacts all people and levels with respect and confidence.
• Experience in customer service environment essential within the complaints department and previous experience of leasing and rental industry preferred

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.