Customer Service Officer

Your role at a glance
This is a telephony based role within our Legal & General Home Finance Team. We are looking for individuals that are able to build rapport quickly, ensure full understanding, identify vulnerable indicators and treat customers with empathy, professionalism and understanding.

Time management is also important as you need to be able to deliver on promises made to customers.

This is a permanent role, working 35 hours per week, during the telephony open hours (currently 8:00-17:30). What's more, there is no weekend work, as you will only work Monday to Friday (2 days at the office and 3 days at home)

The role holder will provide an accurate, compliant and timely service and carry out more complex customer transactions, complaint responses, and data analysis.

The role holder will keep up to date with all compliance rules and requirements including data protection, money laundering, breaches, complaints and controls, conduct of business and treating customers fairly.

Our Customer Service teams are made up of professionals from different backgrounds including call centre, retail, hospitality, and sales.

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get:

- Your hard work is rewarded through our company bonus scheme. This is typically between 5-10% of your salary. As your skillset grows, it’s possible your earning potential will too.
- 25 days holiday (excluding bank holidays). You can also buy and sell holiday.
- We give colleagues a 5% company pension contribution, plus match up to a further 5% of your personal contribution.
- Life assurance x8 of your annual salary.
- Free individual private medical insurance. You can also add your dependants on for a small cost.
- Recommend L&G as a great place to work and earn £500-£3500 if someone you know joins us.
- A variety of company share schemes, discounts at a huge range of high street stores and on our own products.
- We strongly believe in supporting our employees’ chosen charities, so we'll match money that you raise up to £5000.

What you'll be doing
- To provide a world class level of service that ensures our customers' expectations are met. The service provided will include sensitive and complex situations, which will need to be handled with empathy and sympathy.
- To accurately and effectively administer mortgage business to ensure we operate within our agreed service levels to fulfil both contractual and departmental requirements.
- Maintain relationships with internal and external customers, which include policyholders, scheme members and legislative bodies.
- To collate and analyse all relevant information and to make informed decisions, which may include reference to the Line Manager, to protect all interested parties from fraudulent acts by conducting all transactions within approved financial limits and guidelines
- Use appropriate customer feedback and data to improve working practices and highlight opportunities for improvement to the customer experience, and deliver appropriate solutions
- To proactively identify changes in rules/requirements including Data Protection, Money Laundering, Breaches, Complaints and Controls and own the changes required to integrate these changes into business as usual.
- To take ownership of your own development, ensuring the development of skills and knowledge, whilst undertaking training opportunities.

What we're looking for
**Qualifications/Skills**:

- Minimum 5 GCSEs at grade C or above
- Good attention to detail
- Computer literate in Microsoft office
- Able to work well within a team environment
- Strong verbal and written skills

**Knowledge**:

- Previous experience in financial services preferred

**Experience**:

- Experience of working with direct customer interaction: either face to face or by phone

**Benefits**:
When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including private medical insurance, at least 25 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. You can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave.

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of - both for our own products and at a range of high street stores and online offerings.

About L&G
The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands.

We’re all here to improve the lives