Complaints and Oversight Manager

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

L&G Retail supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

Join Legal & General Surveying Services (LGSS) as a Complaints & Oversight Manager and play a key role in delivering a market-leading Quality Assurance proposition. You’ll be part of a collaborative and inclusive team, supporting our commitment to excellence for both lenders and surveyors. This is a fantastic opportunity to lead with integrity, drive continuous improvement, and make a meaningful impact in a dynamic environment.  The role is hybrid and an 11 month fixed term contract.  We’re offering a competitive base salary up to £40,000 dependant on experience and knowledge..

What you'll be doing:

• Managing and responding to customer complaints across LGSS, ensuring timely and appropriate resolution
• Supporting and mentoring audit staff to deliver high-quality service and professional development
• Leading quality assurance activities to identify and mitigate risks and improve customer outcomes
• Communicating effectively with internal teams, lenders, and surveyors to support informed decision-making
• Monitoring and interpreting policies, recommending improvements to meet business and regulatory needs
• Collaborating with the Head of Quality to ensure adherence to LGSS risk management guidelines
• Overseeing the delivery of ad-hoc and specialist requests to meet evolving client requirements
• Managing team performance in line with company policies and fostering a high-performing culture

Who we're looking for:

• Strong leadership skills with experience managing teams in a customer-focused environment
• Excellent communication and stakeholder engagement abilities across all levels
• Proven analytical skills with the ability to interpret and present complex information clearly
• Knowledge of the residential survey and valuation industry, including lender requirements
• Familiarity with systems such as Landmark Quest, Rightmove, Corelogic, and Microsoft Office
• Ability to work independently and collaboratively, demonstrating attention to detail
• Experience in quality assurance, complaints handling, or risk management roles
• RICS accreditation or working towards it (desirable but not essential)

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (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 (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart 

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.