Customer Relations Specialist

3 weeks ago

Barnsley, Barnsley, United Kingdom Legal & General Full time
Position Overview

Legal & General is dedicated to addressing the savings, protection, and retirement requirements of approximately 14 million individuals through our diverse range of retail and workplace offerings.

Our Retail sector empowers individuals to experience a more vibrant retirement, both directly and via their employers, encompassing Lifetime Mortgages, Retirement Interest Only Mortgages, and financial guidance on our suite of lending solutions.

As the leading individual life insurer in the UK, we also offer Group Protection solutions for employers, assisting individuals in preparing for unforeseen circumstances. We facilitate home purchasing through our Mortgage Club, the largest in the UK, alongside our award-winning Surveying Services team. Additionally, our fintech division identifies and nurtures socially beneficial start-ups and scale-ups in the workplace, home, insurance, and wealth sectors.

Joining our team means contributing to the creation of brighter financial futures for all our clients.

Role Responsibilities

We are seeking a Customer Relations Specialist to become a part of our Surveying Services team on a fixed-term contract.

This position will support the Head of Quality in ensuring compliance with the L&G Surveying Services risk management protocols and quality assurance standards as applied by L&G Surveying Services and associated surveyors.

Key Responsibilities:

  • Assist the Head of Quality in guaranteeing adherence to the L&G Surveying Services Risk Management Protocols and Quality Assurance by providing support to all team members to adapt to the evolving needs and priorities dictated by L&G Surveying Services, lenders, and associated surveyors, ensuring that resources are assessed to facilitate effective and efficient service delivery and address any ad-hoc or specialized requests.
  • Manage, respond to, and report on complaints raised by clients across the LGSS contact points, including lenders and private clients. Ensure that responses are sanctioned by a qualified individual and that potential professional indemnity claims are directed in accordance with the claims handling protocol and/or L&G Surveying Services Technical Director.
  • Conduct quality audit activities and evaluate the effectiveness of audit procedures.
  • Establish and maintain communication channels with internal and external clients and key stakeholders by facilitating effective dialogue between lenders, the Head of Quality, and surveyors to enable informed technical decisions in support of LGSS and its clients.
  • Monitor and analyze policies, recommending and implementing modifications as necessary to comply with business, legislative, or regulatory requirements to enhance the Quality Assurance framework.
  • Ensure the implementation of effective Quality Checking and Quality Assurance activities to routinely assess the outcomes delivered to clients and identify any potential risks.
Candidate Profile

We are looking for individuals who possess:

  • Comprehensive knowledge of the residential survey and valuation sector, including key issues, challenges, and emerging trends.
  • In-depth understanding of client and industry expectations, along with a solid grasp of lenders' guidance notes and reporting standards.
  • Demonstrated analytical skills with the ability to interpret and assess information in a structured, precise, and timely manner, in line with demanding client expectations and timelines.
  • Capability to compile, produce, interpret, and present risk-based information both verbally and in written reports to various stakeholder levels, in accordance with business requirements.
  • Strong communication skills to engage effectively with key stakeholders, professional partners, clients, and suppliers, ensuring that desired outcomes are achieved and all necessary actions are completed.

At Legal & General, we recognize and reward performance and behavior with a comprehensive benefits package that addresses all aspects important to you. Here are some of the advantages we provide:

  • Opportunity to participate in our annual performance-related bonus scheme and valuable share options.
  • Generous pension contributions.
  • Life insurance coverage.
  • Private medical insurance (for permanent employees).
  • A minimum of 25 days of annual leave, in addition to public holidays, increasing to 26 days after two years of service, with options to buy and sell leave.
  • Competitive family leave policies.
  • Participation in our electric vehicle scheme, allowing employees to lease a new electric car through a tax-efficient salary sacrifice program.
  • Numerous discounts available for our products and at various high street retailers and online.
  • In 2023, our workspaces were redesigned to foster collaboration and connection, prioritizing employee wellbeing.
Company Overview

Legal & General is a prominent financial services organization and a major global investor, recognized as Britain's Most Admired Company in 2023 for the second consecutive year. We are rated highly in our sector and noted for our inspirational leadership, boasting a rich heritage and an exciting future.

Our mission is to build a better society for the long term by investing our clients' funds in initiatives that enhance quality of life for everyone.

By joining us, you will become part of a welcoming culture that encourages collaboration among individuals from diverse backgrounds, perspectives, and experiences. Our leaders are committed to integrity and care about your future and wellbeing, empowering you through initiatives that support career development and excellence.

We strive to maintain an open, mindful, and inclusive environment, and we are always open to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you are interested in learning more, we would be pleased to hear from you.

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