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Customer Service Director
2 months ago
We are seeking a highly skilled and experienced Customer Service Director to join our Retail Annuities Team on a permanent basis.
The successful candidate will be responsible for leading and developing a team to meet the needs and ensure fair treatment of customers, while delivering agreed business outcomes. This will involve:
- Leading a Team: Engage, motivate, and inspire team members to give their best, nurturing, coaching, and developing them to see them flourish.
- Service Excellence: Continuously enhance skills, experience, and performance levels, driving change and continuous improvement.
- Customer Focus: Understand customer needs and expectations, prioritizing work to meet customer demands and ensuring fair treatment.
- Business Outcomes: Contribute to business area planning and succession planning, ensuring team efforts are aligned to overall department goals.
- Problem-Solving: Proactively contribute to identifying and resolving complex queries, including complaints, and use root cause analysis to identify trends and contribute to continual improvement.
- Development and Coaching: Coach, train, develop, and motivate individuals to achieve objectives, including customer outcomes, behaviors, quality, and productivity.
The ideal candidate will have:
- Industry Knowledge: In-depth understanding of Legal & General Retail Retirement products, services, and operations.
- Commercial Awareness: Good commercial awareness and understanding of the Legal & General Retail Retirement strategy and its impact on the service proposition.
- Leadership Skills: Proven ability to prioritize and manage queries, giving due consideration to team performance and activities.
- Communication Skills: Excellent written and verbal communication skills.
- Continuous Professional Development: Evidence of continuous professional development and experience of contributing to cross-functional business teams.
Legal & General is a leading financial services group and major global investor, committed to building a better society for the long term by investing customers' money in things that make life better for everyone. We strive to be open, mindful, and inclusive, and are willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.
