Customer Service Leader

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 a Customer Service Leader (Team Manager) to join our Retail Annuities Team, on a permanent basis, at our Solihull office. You will provide guidance and support whenever needed, helping your team to have the best conversations with customers by delivering outstanding customer outcomes. You will coach and develop your team by continuously enhancing their skills, experience, and performance levels.

What you'll be doing:

• Manage and develop a team giving sufficient priority and opportunity to customers wishing to submit a claim, make a change to their policy or make a complaint
• 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 Customer Service Leaders 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 good customer outcomes, behaviours, quality and productivity. Set training and improvement plans and targets as appropriate, in conjunction with the individual’s needs ensuring that all records are documented and agreed
• Be accountable for all areas of process breakdown, risk identification, regulatory breach and health & safety issues within your team, in order to protect L&G and relevant parties from unnecessary loss, by documenting and ensuring that the team fully understand and comply with all financial, regulatory and legislative controls
• Participate in recruitment, disciplinary procedures and remuneration decisions, in line with HR practices. Regularly deputise for the CSM and represent the department at senior internal and external meetings
• To manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, so that the team’s business objectives are achieved consistently

What we're looking for:

• Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals
• An understanding of Annuity products and services
• Understanding of the Annuities strategy and how this will impact the service proposition
• Understand the different customers of Retail Annuities, i.e. customers, intermediaries and internal customers and how their requirements differ
• Understanding of workflow 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 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.