Specialist Lead Handler

6 days ago

Cardiff County, United Kingdom Legal & General Full time

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. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers.

Job Description

We’re recruiting for a Specialist Lead Handler to join our Sales team. We’re offering a salary of £22,500 per annum, working 35 hours per week between the hours of 8.30am - 6pm Monday to Friday. This is a hybrid role where you will work 2 days at our Cardiff office and 3 days from home.

You will be expected to provide an excellent service to all customers referred to Direct Sales, via email and telephone. You will ensure that the customer needs are met through effective outbound and inbound call handling, arranging future appointments, or handing off to Sales Consultants, as appropriate. Attention to detail is important for this role as you will need to create accurate customer records, and provide MI reports and feedback to internal and external partners.

What you'll be doing:

  • Display excellent call handling skills; to listen, build rapport, acknowledge, and deal effectively with all customer enquiries
  • Ensure customers have sufficient information to enable them to understand when advice may be required and, where appropriate, ensure customers have access to suitably qualified advisers
  • Display a good knowledge of all products and service offerings, so that accurate information is always given to customers
  • Proactively work towards consistently achieving quality and call productivity targets, always working with correct and up-to-date processes and call structures
  • Carry out administrative and MI duties for the department in line with agreed standards and objectives, always ensuring that the business area functions efficiently
  • Consumer Duty: Ensure customers receive appropriate, clear, and transparent information, both verbal and written about relevant products, with detailed explanations being given where appropriate to drive the right customer outcome
  • Good attention to detail

Qualifications

Who we're looking for:

  • Knowledge of DPA, Money Laundering prevention, Complaints, breach and Treating Customer Fairly processes.
  • Working knowledge of Direct Sales products and systems used
  • Experience dealing with customers
  • Good attention to detail
  • Good organisation skills
  • Ability to adhere to processes, and proactively keep up to date with any changes

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. 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
  • 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

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.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.

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