Customer Service Director

2 days ago

Cardiff, Cardiff, United Kingdom Legal & General Full time
Job Description

At Legal & General, we're committed to helping our customers plan for the unexpected and achieve financial security for their tomorrow. As a Customer Service Leader, you'll play a critical role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Lead and Develop a High-Performing Team: Foster a culture of excellence, motivate, and inspire your team to deliver outstanding results. Develop and implement strategies to enhance team performance, skills, and experience.
  • Drive Customer-Centricity: Understand customer needs and preferences, and develop solutions to meet their expectations. Collaborate with cross-functional teams to ensure seamless customer experiences.
  • Prioritize and Manage Queries: Proactively manage queries, prioritize tasks, and ensure timely resolution. Develop and implement processes to improve efficiency and productivity.
  • Contribute to Business Planning: Participate in business area planning and succession planning to ensure team efforts align with overall department goals. Contribute to building medium and long-term plans to ensure work can always be covered.
  • Escalate and Resolve Complex Queries: Provide a point of escalation for complex queries, investigate and resolve where possible. Use root cause analysis to identify trends and contribute to continual improvement.
  • Coach and Develop Team Members: Coach, train, develop, and motivate individuals to achieve objectives as determined by the division's goals. Regularly review areas for improvement, set training and improvement plans, and targets as appropriate.
Requirements
  • FCA Accredited Training and Competence: The role is subject to FCA accredited Training and Competence requirements. Achieve and maintain the level of competence required as an 'Overseer' within the specified timescale.
  • High Standard of Secondary Education: A high standard of secondary education is required.
  • CF1 Desirable: CF1 is desirable.
What We're Looking For
  • In-Depth Understanding of Legal & General Retail Retirement Products: In-depth understanding of Legal & General Retail Retirement products, services, and operations.
  • Commercial Awareness: Good commercial awareness.
  • Excellent Communication Skills: Excellent written and verbal communication skills.
  • Continuous Professional Development: Evidence of continuous professional development.

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