Customer Service Director

2 days ago


Cardiff, Cardiff, United Kingdom Legal & General Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Leader to join our Retail Annuities Team on a permanent basis. As a key member of our team, you will be responsible for leading and developing a team to meet the needs and ensure fair treatment of customers, while delivering agreed business outcomes.

Key Responsibilities
  • Team Leadership: Lead and develop a team to meet the needs and ensure fair treatment of customers, while delivering agreed business outcomes.
  • Service Excellence: Proactively contribute to business area planning and succession planning to ensure team efforts are aligned to overall department goals.
  • Customer Focus: Work with other Customer Service Leaders and Customer Service Managers to agree prioritization and look for areas of continuous improvement in processing and customer service.
  • Query Resolution: Provide a point of escalation and ownership of complex queries to include complaints, investigating where appropriate and resolving where possible.
  • Training and Development: Coach, train, develop and motivate individuals to achieve objectives as determined by the division's goals, including customer outcomes, behaviors, quality and productivity.
  • Risk Management: Be accountable for all areas of process breakdown, regulatory breach and health & safety issues within the division.
Requirements
  • Qualifications: The role is subject to FCA accredited Training and Competence requirements.
  • Education: High standard of Secondary education.
  • Desirable Skills: CF1 desirable.
What We're Looking For
  • Product Knowledge: In-depth understanding of Legal & General Retail Retirement products, services and operations.
  • Commercial Awareness: Good commercial awareness.
  • Communication Skills: Excellent written and verbal communication skills.
  • Continuous Professional Development: Evidence of continuous professional development.


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