Customer Service Leader

6 months ago

Cardiff, United Kingdom LegalAndGeneral Full time

**Company Description**
Life can sometimes be unpredictable, and it pays to plan ahead. 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 Underwriting team on a permanent basis.

We are looking for a strong people manager who has experience of managing technical or regulatory teams within a high paced operational environment.

If you have knowledge/experience of underwriting within Financial Services, or have a strong appetite to develop within a technical environment....then please apply

What you'll be doing:

- Lead and develop a team to meet the needs and ensure fair treatment of customers, whilst delivering agreed business outcomes. 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 CSLs 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. Regularly review these areas, set training and improvement plans and targets as appropriate, in conjunction with the individual’s needs.
- 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.
- Full involvement in recruitment, disciplinary procedures and remuneration decisions, in line with HR practices. Regularly deputise for the CSM and represent the department at senior internal and external meetings.

**Qualifications**
- High standard of Secondary education
- CF1 desirable

Knowledge:

- 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.
- Understanding of work flow and work queue structure

**Experience**:

- Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
- Good commercial awareness.
- Excellent written and verbal communication skills.
- Evidence of continuous professional development
- Experience of contributing to cross-functional business teams is desirable

**Additional Information**

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands.

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people wit

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