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Head of Customer Service

2 months ago

Cardiff, United Kingdom Legal & General Full time

Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.
We are currently recruiting for a Customer Service Leader to join our Retail Annuities Team on a permanent basis.

A Customer Service Leader engages, motivates and inspires their team to give their best. Building for the future, they and their team will be continuously enhancing their skills, experience and performance levels. They are very flexible and can adapt quickly to meet the changing demands of customers and the business. They are experts in prioritisation and help others to prioritise work with a focus on always meeting customer expectations.

Ensure that service levels are continually monitored and maintain appropriate resource to meet work priorities and customer demand.
Proactively contribute to business area planning and succession planning to ensure team efforts are aligned to overall department goals. Understand the capabilities and required control versatilities within the division, and contribute to building medium and long term plans to ensure that work can always be covered.
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 to include complaints, investigating where appropriate and resolving where possible, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and contribute to continual improvement.
Coach, train, develop and motivate individuals to achieve objectives as determined by the division’s goals, including customer outcomes, behaviours, quality and productivity. Be accountable for all areas of process breakdown, regulatory breach and health & safety issues within the division, in order to protect L&G and relevant parties from unnecessary loss, by documenting and ensuring that the team fully understand and comply with all financial, regulatory and legislative controls. Identify, manage and report key risks and deliver controls, in line with the risk management framework, to minimise the impact on L&G.
The role is subject to FCA accredited Training and Competence requirements. In-depth understanding of Legal & General Retail Retirement products, services and operations.
Understanding of the Legal & General Retail Retirement strategy and how this will impact the service proposition.
Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
Good commercial awareness.
Evidence of continuous professional development
Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.