Customer Service Director

1 month ago

Solihull, Solihull, United Kingdom Legal & General Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Leader to join our Retail Annuities Team at Legal & General. As a key member of our team, you will be responsible for leading and developing a team to deliver exceptional customer service and achieve business outcomes.

Key Responsibilities
  • Lead and develop a team to meet customer needs and deliver agreed business outcomes, ensuring service levels are continually monitored and maintained.
  • Contribute to business area planning and succession planning to ensure team efforts are aligned to overall department goals.
  • Work with other CSLs and Customer Service Managers to agree prioritization and identify areas for continuous improvement in processing and customer service.
  • Provide a point of escalation and ownership of complex queries, including complaints, and use root cause analysis to identify trends and contribute to continual improvement.
  • Coach, train, develop, and motivate individuals to achieve objectives, including customer outcomes, behaviors, quality, and productivity.
  • Be accountable for process breakdowns, regulatory breaches, and health and safety issues within the division, identifying, managing, and reporting key risks and delivering controls to minimize impact.
About Us

Legal & General is a leading financial services organization with a strong heritage and exciting future. We are committed to helping our customers plan for the unexpected, achieve financial security, and protect what's important to them. Our Retail Annuities Team is part of a unique business model that drives value for our customers and society.

What We Offer
  • A competitive salary and bonus scheme
  • A generous pension contribution
  • Life assurance
  • Private medical insurance
  • At least 25 days holiday, plus public holidays, with the option to buy and sell holiday
  • Competitive family leave
  • Participation in our electric car scheme
  • Discounts on our products and at high street stores and online
Why Join Us?

We strive to be open, mindful, and inclusive, and we're committed to creating a welcoming and inclusive culture. We empower our people to develop their careers and excel, and we're always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.

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