Complaints Team Manager

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. 

Recruiter: Abbie Burridge, abbie.burridge@landg.com

Closing Date: 18.11.24

We’re recruiting for a Customer Service Team Manager to join us in our Workplace Complaints Team with a starting salary of £36000. You will manage a team of complaint consultants by ensuring when things go wrong, we’re there for our clients and customers delivering the right customer outcomes. You will support, motivate and coach complaint handlers, championing the customer to provide excellence in complaints handling and operational performance. Manage a team of complaint handlers, ensuring consistency with the Group’s policies and procedures, to maximise business performance and employee morale and engagement.Ensure team members are appropriately trained, organised in terms of workflow and case management and kept up to date with regulatory, industry and product/process changes. Develop staff and performance manage to achieve against individual productivity and quality targets. 

What you'll be doing:

• Ensure we have processes and guidance documented and that they’re reviewed and kept up to date with any changes in regulations or guidelines.
• Represent Complaints team when required on project rollouts.
• Effective root cause analysis and appropriate escalation through to resolution, thus reducing the likelihood of future customer dissatisfaction.
• Undertake appropriate quality checking providing constructive feedback and appropriate training or development, in line with the quality assurance framework.
• Ensure any reporting responsibilities regulatory or otherwise are completed timely and accurately. 
• Authorisation of compensation and T&U payments
• Actively seek development opportunities to increase own product, technical and market knowledge. Maintain individual competence and demonstrate ongoing ability to do the job to the required standard. 
• Evaluate your performance (including feedback sources) and identify how development activities have contributed to your performance. Update development plans in the light of performance, feedback received, activities undertaken and other developments.  Retain evidence of performance, achievement and maintenance of competence.
• Consistently demonstrate a positive approach to your role, act as a role model and a technical expert on complaint matters. Collaborate with your colleagues and put your colleagues, customers and clients at the heart of everything we do. 

Who we're looking for:

• Proven ability to communicate effectively, both verbally and in writing
• Proven ability to develop (including coaching) self and team  and ability to build and maintain relationships, including proven ability to contribute to peer group development
• Proven ability to plan and manage own and teams workload, reacting to changing priorities
• Proven ability to manage performance
• Proven ability to motivate others to achieve results
• Proven ability to positively influence at different levels 
• Proven ability to own customer and client problems and resolve issues quickly in a way that treats customers fairly and protects the business with the ability to work under pressure whilst maintaining standards
• Proven ability to confidently make decisions based on evaluations of risks and using all available information

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.