CUSTOMER SERVICE LEADER
Legal & General Cardiff, United Kingdom
Company Description
Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.
Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.
We are the UK's number one individual life insurer, and also provide Group Protection products for employers - all helping people to plan for the unexpected. Joining us means helping create brighter financial futures for all our customers.
Job Description
We're recruiting a Customer Service Leader (Team Manager) to join our Retail Annuities Team on a 12 month fixed term basis. You will provide guidance and support whenever needed, helping your team to have the best conversations with customers by delivering outstanding customer outcomes. You will coach and develop your team by continuously enhancing their skills, experience, and performance levels. What you'll be doing:
* Manage and develop a team giving sufficient priority and opportunity to customers wishing to submit a claim, make a change to their policy or make a complaint.
* Proactively contribute to business area planning and succession planning to ensure team efforts are aligned to overall department goals.
* Work with other Customer Service Leaders and Customer Service Managers to agree prioritisation and look for areas of continuous improvement in processing and customer service.
* Provide a point of escalation and ownership of complex queries including complaints, investigating where appropriate and resolving where possible.
* Coach, train, develop and motivate individuals to achieve objectives as determined by the division's goals.
* Be accountable for all areas of process breakdown, risk identification, regulatory breach and health & safety issues within your team.
* Participate in recruitment, disciplinary procedures and remuneration decisions, in line with HR practices.
* Manage the team in accordance with the Company's policies and procedures, including the Partnership Agreement.
Qualifications
What we're looking for:
* Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals.
* An understanding of Annuity products and services.
* Understanding of the Annuities strategy and how this will impact the service proposition.
* Understand the different customers of Retail Annuities and how their requirements differ.
* Understanding of workflow and work queue structure.
* Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
* Good commercial awareness.
* Evidence of continuous professional development.
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.
* Private medical insurance (permanent employees only).
* At least 25 days holiday, plus public holidays, 26 days after 2 years' service.
* Competitive family leave.
* Participate in our electric car scheme.
* Discounts for our own products and at a range of high street stores and online.
Additional Information
Legal & General is a leading financial services group and major global investor, named Britain's Most Admired Company in 2023. We aim to build a better society for the long term by investing our customers' money in things that make life better for everyone. If you join us, you'll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds.
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