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Complaints Resolution Specialist

2 months ago

Edinburgh, Edinburgh, United Kingdom Legal & General Group Full time
Job Title: Complaints Lead Specialist

We are seeking a highly skilled Complaints Lead Specialist to join our Sales team at Legal & General Group. As a key member of our team, you will be responsible for providing exceptional customer service and resolving complaints in a timely and professional manner.

Key Responsibilities:
  • Provide excellent customer service to all customers referred to Direct Sales, via email and telephone.
  • Listen, build rapport, acknowledge, and deal effectively with all customer enquiries.
  • Ensure customers have sufficient information to enable them to understand when advice may be required and, where appropriate, ensure customers have access to suitably qualified advisers.
  • Display a good knowledge of all products and service offerings, so that accurate information is always given to customers.
  • Proactively work towards consistently achieving quality and call productivity targets, always working with correct and up-to-date processes and call structures.
  • Carry out administrative and MI duties for the department in line with agreed standards and objectives, always ensuring that the business area functions efficiently.
  • Consumer Duty: Ensure customers receive appropriate, clear, and transparent information, both verbal and written about relevant products, with detailed explanations being given where appropriate to drive the right customer outcome.
Requirements:
  • Knowledge of DPA, Money Laundering prevention, Complaints, breach and Treating Customer Fairly processes.
  • Working knowledge of Direct Sales products and systems used.
  • Experience dealing with customers.
  • Good attention to detail.
  • Good organisation skills.
  • Ability to adhere to processes, and proactively keep up to date with any changes.
Benefits:
  • The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes.
  • Generous pension contribution.
  • Life assurance.
  • Private medical insurance (permanent employees only).
  • At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There's also the option to buy and sell holiday.
  • Competitive family leave.
  • Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice.
  • There are the many discounts we offer – both for our own products and at a range of high street stores and online.
About Us:

Legal & General Group is a leading financial services group and major global investor, named Britain's Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

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, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.