Customer Service Leader

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.

We are currently recruiting for a Customer Service Leader to join our Retail Retirements team.

You will engage, motivate and inspire the team to give their best. With a strong belief in delivering outstanding customer outcomes, you will instill the same ethos into your team. As a true ‘people person’ you will nurture, coach and develop the team; taking pride in seeing them flourish. Building for the future, you and the team will be continuously enhancing your skills, experience and performance levels.

You will also lead on complex processes with a Continuous Improvement mindset and implementation of improvements. This role will require some project planning, scheduling, resource control and reporting activities ensuring that project delivery and risk plans are prepared and maintained, and issues are actively managed through to their successful resolution.

We are looking for someone who is very flexible and can adapt quickly to meet the changing demands of customers and the business. You will need to understand your responsibilities and how these contribute to the success of the customer, team and business. You will be an experts in prioritisation and help others to prioritise work with a focus on always meeting customer expectations.

•  The role is subject to FCA accredited Training and Competence requirements. It is also a condition that the jobholder achieves and maintains the level of competence required as an ‘Overseer’ within the specified timescale (currently CF1 & FA2 have to be undertaken and achieved within 2 years).
• High standard of Secondary education
• CF1 desirable

Knowledge:

• In-depth understanding of Legal & General Retail Retirements products, services and operations.
• Understanding of the Legal & General Retail Retirements strategy and how this will impact the service proposition.
• Understand the different customers, i.e. customers, intermediaries and internal customers and how their requirements differ.
• Understanding of work flow and work queue structure.
• Good understanding of Excel, and how to pull proposals together
• Good understanding of project management
• Good understanding of MI and the information behind it
• Good data analysis skills

Experience:

• Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
• Good commercial awareness.
• Excellent written and verbal communication skills.
• A high degree of energy, drive and enthusiasm.
• Evidence of continuous professional development
• Experience of contributing to cross-functional business teams is desirable

Leadership:

• Experience of building effective relationships in complex environments
• Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals.

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 of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.