Job Description

Cardiff Full-time Customer Service 5021_12829

Company Description

Legal & General (L&G) is a leading UK financial services group and major global investor.


We've been safeguarding people's financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.


We are one of the world's largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.


Who we are


Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.


We're a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.


We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

We're recruiting for a Customer Service Leader to join our Retail Annuities team. This is an exciting opportunity for someone with proven management and leadership experience, who can lead a team effectively while ensuring service level agreements are consistently achieved. If you're passionate about driving performance, developing people, and delivering exceptional customer outcomes, we'd love to hear from you.


What you'll be doing:

Managing and developing a team to deliver excellent customer service across claims, policy changes and complaints Contributing to business planning and succession planning to align team efforts with departmental goals Collaborating with other leaders and managers to prioritise work and identify process improvements Acting as a point of escalation for complex queries and complaints, investigating and resolving issues Coaching, training and motivating individuals to achieve objectives and maintain high standards Ensuring compliance with financial, regulatory and legislative controls to minimise risk Participating in recruitment, disciplinary processes and remuneration decisions in line with HR practices Deputising for the Customer Service Manager and representing the department at senior meetings

Qualifications

Who we're looking for:

Strong experience in managing and developing teams within a customer service environment Proven ability to ensure service level agreements are met and maintained Excellent communication skills, both written and verbal Ability to prioritise and manage multiple queries while maintaining team performance Good commercial awareness and evidence of continuous professional development Experience in coaching and motivating individuals to achieve business objectives Strong interpersonal skills with the ability to influence and build relationships Commitment to acting with integrity and delivering good outcomes for customers

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes Generous pension contribution Life assurance Healthcare Plan (permanent employees only) At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There's also the option to buy and sell holiday Competitive family leave Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only) There are the many discounts we offer - both for our own products and at a range of high street stores and online In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.


If you join us, you'll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.


We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.


It doesn't matter if you don't meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.