Customer Service Leader - Bereavements

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. 

Who we are 

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. 

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways. 

We’re looking for a Customer Service Leader to join our Bereavements team, where you’ll play a vital role in supporting customers during some of the most difficult moments in their lives. You’ll lead, coach and inspire a compassionate team, helping to ensure every interaction is handled with care, empathy and professionalism, while continuing to deliver positive and fair customer outcomes.

This is a hybrid opportunity for someone who is passionate about people leadership and customer experience, with a strong focus on continuous improvement and delivering fair and positive outcomes. You’ll work in a collaborative environment, helping to shape team performance, enhance customer journeys and contribute to broader business objectives.

We’re offering a competitive base salary, starting from £34,500 depending on experience. 

What you'll be doing:

• Leading, motivating and developing a team to deliver excellent customer outcomes and achieve business goals
• Supporting team members through coaching, feedback and development planning to enhance capability and performance
• Monitoring service levels and managing resources effectively to meet customer demand and work priorities
• Identifying opportunities for continuous improvement in processes, systems and customer service delivery
• Managing complex queries and complaints, investigating issues and driving fair and timely resolution
• Collaborating with colleagues and stakeholders to prioritise work and improve operational efficiency
• Managing risk and ensuring compliance with regulatory, financial and legislative requirements
• Contributing to recruitment, performance management and team engagement activities

All offers of employment are conditional on completing regulated pre‑employment screening checks. This may include verification of your identity, work history, qualifications, right to work, and any other checks relevant to the position

Who we're looking for:

• Experience of leading or supporting teams within a customer-focused environment
• Strong communication skills with the ability to engage, influence and build relationships
• Ability to coach and develop others, supporting both performance and career growth
• Proven organisational skills with the ability to prioritise workloads and manage competing demands
• Good analytical and problem-solving capabilities, with a focus on delivering solutions
• Understanding of customer needs and a commitment to delivering fair and positive outcomes
• Adaptability and willingness to embrace change in a fast-paced environment
• Awareness of risk, controls and regulatory responsibilities within a financial services setting

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 many discounts we offer – both for our own products and at a range of high street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience

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.