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Senior Operations Advisor
3 months ago
- VN24709Role Type
- PermanentLocation
- CardiffSalary
- Up to £27,200Closing Date
- 31 January 2023Your role at a glance
- We are looking for a Senior LGPP Operations Advisor at our Cardiff office. We are looking for someone with initiative, strong attention to detail and desire to deputise for the line manager as and when required. If this sounds like you, we would love for you to apply.
As one of the most experienced and knowledgeable members of the team you'll be highly versatile, able to handle the majority of different requests for different customer groups, and able to support the development of your colleagues, through coaching, mentoring and quality checking.
You'll be the first point of contact for our customers who require assistance with their pension or investment products, aiming to fully resolve all enquiries in a highly efficient and effective manner.
We pride ourselves in first contact resolution, making sure the customer has everything they need without handing them off to other teams or sending them away to complete paperwork.
What you'll be doing- Maintain up to date knowledge of products, procedures, our digital customer journeys and relevant regulations to enable highly efficient and effective service experiences.
- Identify errors, complaints or breaches and take the appropriate actions to ensure any impacted customers are treated fairly, communicated to and suffer no financial detriment. Become fully competent at Summary Response Complaints and ensuring timely and appropriate escalation to the Complaints team where required.
- Be responsible for your personal development and keep your pension and investment knowledge and industry awareness current and relevant so you can share this with your colleagues and any changes that may impact us.
- Undertake quality checking and deskside training of colleagues. Mentor, coach and develop your colleagues so that they continuously improve the service they provide our customers and clients.
- Where appropriate, deputise for your line manager by managing team work volumes, service levels ensuring they are achieved at all times.
- Support business change and operational readiness, including engaging with projects, testing and communication activities as required
- Continuously look for opportunities to improve the way we serve our customers, collaborating with colleagues from your team and the wider business to support the delivery of change.
Qualifications:
- You will be encouraged and supported to achieve relevant financial services and customer service qualifications, provided through the Charted Insurance Institute, Charted Institute for Securities and Investments, Institution of Customer Services or other bodies that may be applicable to your role and personal development
Knowledge:
- In depth understanding of L&G Pension and Investment products
- Department procedures and controls, including complaint handling rules
- All systems used to serve our customers and execute the underlying processes
Experience:
- Ability to identify and support vulnerable customers and managing customer escalations/complaints
- Good knowledge of pensions and investments legislation and the regulatory framework
- Detailed understanding of the relevant regulations surrounding Financial Crime, Money Laundering and complaints resolution
- Experience of undertaking quality checking, coaching and mentoring of colleagues
Benefits:
- When you commit to Legal & General, we'll commit to you too. That means we'll recognise and reward your hard work, your performance and your contribution.
If you join us, you'll get access to some great benefits, including private medical insurance, at least 25 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection.
You can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice.
We're also proud to offer competitive family leave.You'll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes.
And then there are the many discounts we offer that you can take advantage of - both for our own products and at a range of high street stores and online offerings.
