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Customer Service Director
2 months ago
Customer Service Leader
We are seeking a highly skilled and experienced Customer Service Leader to join our Retail Annuities Team on a permanent basis. As a key member of our team, you will be responsible for leading and developing a team to meet the needs and ensure fair treatment of customers, while delivering agreed business outcomes.
Key Responsibilities:
- Lead and Develop a Team: Engage, motivate, and inspire your team to give their best. Nurture, coach, and develop your team members, taking pride in seeing them flourish.
- Customer Service Excellence: Ensure that service levels are continually monitored and maintain appropriate resource to meet work priorities and customer demand.
- Business Area Planning: Proactively contribute to business area planning and succession planning to ensure team efforts are aligned to overall department goals.
- Complex Query Resolution: Provide a point of escalation and ownership of complex queries, including complaints, investigating where appropriate and resolving where possible.
- Training and Development: Coach, train, develop, and motivate individuals to achieve objectives as determined by the division's goals.
- Risk Management: Be accountable for all areas of process breakdown, regulatory breach, and health & safety issues within the division.
Requirements:
- Qualifications: The role is subject to FCA accredited Training and Competence requirements. A high standard of Secondary education is required.
- Experience: In-depth understanding of Legal & General Retail Retirement products, services, and operations. Proven ability to prioritise and manage queries while giving due consideration to team performance and activities.
- Skills: Excellent written and verbal communication skills. Evidence of continuous professional development.
About Us:
Legal & General is a leading financial services group and major global investor. We aim to build a better society for the long term by investing our customers' money in things that make life better for everyone. We strive to be open, mindful, and inclusive, and are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.
