Complaints Coordinator

Legal & General 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. 

We’re recruiting for a Complaints Coordinator to join our Surveying Services team on a 12 month fixed term contract.

This role will assist the Head of Quality in ensuring that the L&G Surveying Services risk management guidelines and quality assurance principles are adhered to by L&G Surveying Services and panel surveyors. 

What you'll be doing:

• Assist the Head of Quality in ensuring that the L&G Surveying Services Risk Management Guidelines and Quality Assurance are met by providing support to all team members to meet the changing needs and priorities as required by L&G Surveying Services, Lenders and panel surveyors, to ensure that resources are reviewed to support effective and efficient delivery of service and meeting any ad-hoc/specialist requests

• Responsible for the management, response and reporting of complaints raised by customers across the LGSS areas of contact including lenders and private customers. Ensure responses are approved by a relevant skilled person and potential professional indemnity claims referred in line with claims handling process and/or L&G Surveying Services Technical Director

• Undertake Quality audit activities and monitor the effectiveness of audit processes

• Develop and maintain communication channels with internal and external customers and key stakeholders by providing effective communication between Lenders, Head of Quality and surveyors to .enable informed technical decisions to be made in support of LGSS and its customers. 

• Monitor and interpret policies and recommend/implement changes when required to meet business, legislative or regulatory requirements to maintain and improve Quality Assurance proposition

• Ensure effective Quality Checking and Quality Assurance activities are implemented to regularly review the outcomes being delivered to customers and any foreseeable harm is identified

Who we're looking for:

• Knowledge of the residential survey and valuation industry and key issues, challenges and new developments facing the surveying industry

• In depth knowledge of client and industry requirements with a good working knowledge of lenders’ guidance notes and reporting requirements

• Evidence of good analytical skills and ability to interpret and evaluate information in an orderly, accurate and timely manner in accordance with challenging client requirements/timescales

• Ability to collate produce, interpret and present risk-based information verbally or in report formats to multiple stakeholder levels in accordance with the requirements of the business

• Ability to communicate clearly with key stakeholders, professional partners, customers and suppliers to ensure that the desired requirements are delivered and that all necessary actions are completed

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   
• Private medical insurance (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 
• 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

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.