Customer Services Manager (12 Month Fixed Term Contract)

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. 

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer. 

Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.

Who we are 

Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023. 

Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us. 

We’re currently recruiting for a Customer Services Manager to join us on a 12 Month Fixed Term Contract.

As a Customer Services Manager you’ll play a pivotal role in shaping the future of our Pensions Risk Transfer (PRT) operations and making a real impact on the lives of our customers, while also driving operational excellence and innovation.

If you're a dynamic and inclusive leader who is passionate about delivering excellent customer service and leading high-performing teams we'd love to hear from you.

What you'll be doing:

• Leading a team of managers and up to 40 colleagues to deliver excellent DB pension services
• Driving the administration of deferred pensioner schemes and retirement options
• Overseeing quality, process performance and customer experience across services
• Supporting the development of service strategies and business plans
• Embedding a culture of continuous improvement and customer satisfaction
• Building strong relationships across internal and external stakeholders
• Coaching and developing teams to deliver outstanding customer outcomes
• Managing performance, conduct and engagement in line with company policies

Who we're looking for:

• Holding a pension qualification (e.g. CII or PMI) or equivalent experience
• Demonstrating deep knowledge of defined benefit pension schemes
• Bringing experience in customer service operations within insurance or banking
• Showing strong leadership and team development capabilities
• Possessing excellent analytical and problem-solving skills
• Communicating effectively and influencing across diverse teams
• Managing change with attention to detail and strategic focus
• Adapting to trends and embracing new ideas with a growth mindset

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
• 27 days holiday, plus public holidays
• Competitive family leave
• 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

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.