Customer Service Leader

3 weeks ago

Cardiff, United Kingdom Legal & General Investment Management Full time

Reference
- VN-26227Role Type
- Fixed Term Contract (inc Secondee)Location
- CardiffSalary
- TBCClosing Date
- 7 August 2023Your role at a glance
- Legal & General are looking for a Customer Service Leader to join the bereavements team on a 12-month fixed term basis. The working hours for this role are 9am to 5pm Monday to Friday. If you are looking for a managerial role where the people come first and you have the ability to really make a difference then this may be the role for youWe are looking for someone who is passionate about getting the best from their team, and will nurture, coach, focus on development, and take pride in seeing them flourish. You will be expected to provide guidance and support whenever needed and help the team to have the best conversations with customers.

You will be expected to be flexible and possess the ability to adapt quickly to meet the changing demands of customers and the business. It is important that you have a good understanding of your responsibilities and how these contribute to the success of the customer, team and business, and also understand the importance of prioritisation.

What you'll be doing
- 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. Drive effective two-way communication within the team and beyond, documenting all records in the agreed format.
- 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 Customer Service Leaders 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.
- To manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, so that the team’s business objectives are achieved consistently.

What we're looking for

**Qualifications**:

- High standard of Secondary education
- CF1 desirable

**Knowledge**:

- In-depth understanding of Legal & General's Retail and Retirement products, services and operations.
- Understanding of the Legal & General's Retail and Retirement strategy and how this will impact the service proposition.
- Understand the different customers of LGR, i.e. customers, intermediaries and internal customers and how their requirements differ.
- Understanding of workflow and work queue structure.
- Understanding of Quality Assurance frameworks

**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.

**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 25 days holiday (excluding bank holidays), an annual supplement for private medical insurance, generous pension scheme and life assurance, We’re also proud to offer competitive family leave.

You’ll have the opportunity to participate in our annual, performance-related bonus plan, 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.

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