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Customer Service Director
2 months ago
We are seeking a highly skilled and experienced Customer Service Leader to join our Retail Annuities Team on a permanent basis.
Key Responsibilities- Engage, motivate, and inspire the team to deliver exceptional customer service.
- Continuously enhance skills, experience, and performance levels to meet customer expectations.
- Ensure service levels are monitored and maintained, with appropriate resource allocation to meet work priorities and customer demand.
- Contribute to business area planning and succession planning to align team efforts with overall department goals.
- Work with other Customer Service Leaders and Managers to agree prioritization and identify areas for continuous improvement.
- Provide a point of escalation and ownership for 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 & safety issues within the division.
- Identify, manage, and report key risks and deliver controls to minimize impact on the company.
- In-depth understanding of Legal & General Retail Retirement products, services, and operations.
- Understanding of the Legal & General Retail Retirement strategy and its impact on the service proposition.
- Proven ability to prioritize and manage queries while considering team performance and activities.
- Good commercial awareness.
- Evidence of continuous professional development.
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.
