Customer Service Leader
- Solihull
- Full-time
- Customer Service
__jobinformationwidget.freetext.ExternalReference__
1060_10031
This vacancy has now expired. Please see similar roles below...
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’re recruiting for a Customer Service Leader to join us on our Retail Annuities Team.
You will engage, motivate and inspire your team to give their best. As a true ‘people person’ you will nurture, coach and develop your team; taking pride in seeing them flourish.
We are looking for someone who is very flexible and can adapt quickly to meet the changing demands of customers and the business.
What you'll be doing:
- Lead and develop a team to meet the needs and ensure fair treatment of customers, whilst delivering agreed business outcomes. Ensure that service levels are continually monitored and maintain appropriate resource to meet work priorities and customer demand.
- Proactively contribute to business area planning and succession planning to ensure team efforts are aligned to overall department goals. Understand the capabilities and required control versatilities within the division, and contribute to building medium and long term plans to ensure that work can always be covered.
- Work with other CSLs and Customer Service Managers to agree prioritisation and look for areas of continuous improvement in processing and customer service.
- Provide a point of escalation and ownership of complex queries to include complaints, investigating where appropriate and resolving where possible, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and contribute to continual improvement.
- Coach, train, develop and motivate individuals to achieve objectives as determined by the division’s goals, including customer outcomes, behaviours, quality and productivity. Regularly review these areas, set training and improvement plans and targets as appropriate, in conjunction with the individual’s needs.
- Be accountable for all areas of process breakdown, regulatory breach and health & safety issues within the division. Identify, manage and report key risks and deliver controls, in line with the risk management framework, to minimise the impact on L&G.
Who we're looking for:
- 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).
- CF1 desirable
- In-depth understanding of Legal & General Retail Retirement products, services and operations.
- Understanding of the Legal & General Retail Retirement strategy and how this will impact the service proposition.
- Understanding of work flow and work queue structure
- Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
- Good commercial awareness.
- Evidence of continuous professional development
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 organisation, 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’re one of the world's largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.
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 strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. 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.
If you’re open to find out more, we'd love to hear from you.
Great news! We will let you know when a new job like this has been added!
VideoUrl
https://youtu.be/8ZYGBwImH08
Working for us
Here, your actions and ideas come to life in exciting and meaningful ways. Ours is a story of evolution, a journey we can go on together. Ours is a culture of trust and collaboration, genuinely caring about society and one another. At Legal & General, your story will be anything but familiar.
Read MoreOur businesses
There’s so much more to us than meets the eye. We’re insurers, investors, builders, city-regenerators and green technology champions. And whatever the future holds, our people’s knowledge, skill and passion will mean we’re placed to make a real difference to society.
Read MoreSimilar roles
Salary
Location
CARDIFF
Business Unit
Legal & General Group Functions
Job Family
Finance
Location
Cardiff
Full Time/Part Time
Full-time
Permanent/Fixed Term Contract
Permanent
Description
We are seeking a Finance Analyst to help manage expenses and allocated costs (actuals, planned, and forecasted) through the expense allocation model, as well as to offer management information and sup
Reference
51ec8ed9-7ca5-4074-be41-8cca858b5127
Expiry Date
01/01/0001
Salary
Location
London
Business Unit
Legal & General Investment Management
Job Family
Marketing LGIM
Location
London
Full Time/Part Time
Full-time
Permanent/Fixed Term Contract
Permanent
Description
We’re recruiting for a DC Content Manager to join us. You will plan and create content across a variety of media aimed at supporting LGIM’s defined contribution business.What you'll be doing:Generatin
Reference
0c08cc76-bdeb-45e5-b4f9-453d2e2d4467
Expiry Date
01/01/0001
Salary
Location
Hove
Business Unit
Legal & General Retail
Job Family
Product
Location
Hove
Full Time/Part Time
Full-time
Permanent/Fixed Term Contract
Permanent
Description
We’re recruiting for a Customer Communications Executive to join us. You will help to write and deliver market leading Insurance Customer Communications supporting operational processes (e.g. End of T
Reference
9919acf4-dab3-414d-856b-049d93f6f6c4
Expiry Date
01/01/0001
Our latest posts
![A woman with red hair and a floral top on a laptop in a colourful office](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/ENOdg-sZWUqerQjcoAJNhA/75/L%26GCardiffPeople312+(1).jpg)
Teaser
Technology, Digital & DataContent Type
BlogPublish date
07/12/2024
Summary
We all live in a data-driven world, where businesses generate approximately 328.77 million terabytes of data every day. This is a huge amount of data that can be really overwhelming for any busi
![Photo of a headshot of Bindu, a women in a black and white outfit smiling in a garden](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/RBwNvKGJQE612Qjcn_1j1w/75/Bindu+Bakrania+2.jpg)
Teaser
Technology, Digital & DataContent Type
BlogPublish date
07/10/2024
Summary
At Legal & General, we like to share our employees' stories and celebrate their success. Bindu Bakrania has been with us since April 2023 and has achieved immense growth in her career in data analy
![Photo of Gemma, in the woods, holding her pet dog and smiling while taking a selfie.](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/qjCSo-k2xkeWCQjclb9VAw/75/Gemma+02.jpg)
Teaser
Our peopleContent Type
BlogPublish date
06/27/2024
Summary
At Legal and General, we see the potential in you. If you do not have a strong background in financial services and have worked as an Analyst in other industries, for example, those skills are tra
![Two women at a desk on a laptop in a work meeting in the office with a big screen behind them.](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/wYUiv_V5ukyTYgjcj0fu9w/75/L%26GHove29.jpg)
Teaser
Finance & ActuaryContent Type
BlogPublish date
06/19/2024
Summary
In the current quickly evolving digital terrain, the integration of artificial intelligence (AI) and advanced technologies into various industries is reshaping many traditional roles. Actuarial scie
![Female data engineer working on her laptop at a desk in a modern office](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/aeKLf9HSvUj3ygjchwD8xw/75/Data+engineer.jpg)
Teaser
Technology, Digital & DataContent Type
BlogPublish date
06/11/2024
Summary
At Legal & General, we’re committed to creating an environment where people can thrive in their careers. We understand the important role that Data Engineers play in our mission to build a more sustai
![](/Blob/images/user_no_image.jpg)
by
Enrique Rodriguez
![Picture of a female Risk Manager at her desk with a laptop in an office](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/RKOcmOHwi0NyOAjcfzL3YQ/75/L%26GHove94%5B1%5D.jpg)
Teaser
Our peopleContent Type
BlogPublish date
05/30/2024
Summary
Risk Management a { text-decoration: underline; } According to a recent report by the International Risk Management Institute, the demand for skilled Risk Managers is growing. As a
![man sat at a laptop with a headset on](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/kJyJGGRV40dnXgjcc-5d2w/75/Cybersecurity+Blog+Format.jpg)
Teaser
Technology, Digital & DataContent Type
BlogPublish date
05/07/2024
Summary
Data breaches cost businesses an average of $4.35 million in 2022 globally and such breaches have continued to become one of the biggest cyber security threats. In the ever-evolving digital landsc
![man in headset at a computer smiling at his colleague](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/Sjo4m7yy3Uy0fwjcc-rdvg/75/CS+Blog+format.jpg)
Teaser
Customer Service & SalesContent Type
BlogPublish date
05/07/2024
Summary
In the dynamic realm of customer service, the difference between good and great can be significant. 82.5% of customers whose overall satisfaction with an organisation is 9 or 10 out of 10, also
![group of women sitting in a line with a keynote speaker stood in front](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/_dJqNHXS90D9GwjcZIHSYQ/75/LAG_2989+-+Jacquline.jpg)
Teaser
InvestmentsContent Type
BlogPublish date
04/25/2024
Summary
At Legal & General we’re committed to creating an inclusive workplace, one that helps us to better represent the customers and clients we serve. That’s why we partner with a range of organisatio
![two people in suits sat at a desk pointing at print outs of graphs](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481179/31f2ded7-d4d4-437f-850d-2b77e708dc60/2023.17000.2402/img/xvW3D7a3TkGv8wjcTxCcvg/75/shutterstock_2164152761.jpg)
Teaser
Finance & ActuaryContent Type
BlogPublish date
04/08/2024
Summary
Shifting gears in your career isn't just about making a decision; it's a chance to chart a new course, unlock new challenges and make a real impact. If you’ve got your sights set on the UK, you