Customer Service Leader

5 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.**

**Job Description**:
We are currently recruiting for a Customer Service Leader to join our Retail Retirements team.

You will engage, motivate and inspire the team to give their best. With a strong belief in delivering outstanding customer outcomes, you will instill the same ethos into your team. As a true ‘people person’ you will nurture, coach and develop the team; taking pride in seeing them flourish. Building for the future, you and the team will be continuously enhancing your skills, experience and performance levels.

You will also lead on complex processes with a Continuous Improvement mindset and implementation of improvements. This role will require some project planning, scheduling, resource control and reporting activities ensuring that project delivery and risk plans are prepared and maintained, and issues are actively managed through to their successful resolution.

We are looking for someone who is very flexible and can adapt quickly to meet the changing demands of customers and the business. You will need to understand your responsibilities and how these contribute to the success of the customer, team and business. You will be an experts in prioritisation and help others to prioritise work with a focus on always meeting customer expectations.

**Qualifications**:

- High standard of Secondary education
- CF1 desirable

**Knowledge**:

- In-depth understanding of Legal & General Retail Retirements products, services and operations.
- Understanding of the Legal & General Retail Retirements strategy and how this will impact the service proposition.
- Understand the different customers, i.e. customers, intermediaries and internal customers and how their requirements differ.
- Understanding of work flow and work queue structure.
- Good understanding of Excel, and how to pull proposals together
- Good understanding of project management
- Good understanding of MI and the information behind it
- Good data analysis skills

**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.
- A high degree of energy, drive and enthusiasm.
- Evidence of continuous professional development
- Experience of contributing to cross-functional business teams is desirable

**Leadership**:

- Experience of building effective relationships in complex environments
- Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals.

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