Team Manager - Customer Application Support

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.

Recruiter: clarice.wale2@landg.com Closing date for applications: 15/11/2024

We’re recruiting for a Team Manager to join our Customer Application Support team permanent contract reporting into Adrian Downey.

We are offering a base salary of up to £40,000, dependant on experience. Following a short period of training in our office, you’ll then be 50% homebased and 50% based from our Cardiff office. The role is full time Monday to Friday and the latest you’ll finish is 18:00, meaning you’ll have the weekends off to relax!  

You will be looking after a team of 9-12 people, offering consistency and looking after their wellbeing. We are looking for someone who is proactive with their approaches to processes and someone who is confident enough to problem solve to reach better outcomes! 

Principle Accountabilities

• Able to hold honest and meaningful conversations with their people around performance and behaviours through regular coaching/reviews
• Encourage their team positively, recognising and rewarding people where appropriate
• Performance below expectations is promptly addressed in an honest and constructive way and where required undertakes formal action on performance, behaviours and absence in line with L&G policies, procedures and framework
•  Able to set/monitor/follow up SMART coaching objectives, following coaching sessions to drive performance upwards
• Is able to adapt quickly and at pace to support delivery and coaching, as per Business requirements/Objectives
• Ability to create a coaching culture to deliver a first class customer service, meeting/exceeding our customers expectations.
• Contribute positively to the planning, forecasting and the allocation of work to the team to ensure work is completed in line with published standards
• Support SDM and peers to deliver standards as outlined in Objectives/delivery of Business requirements
• Utilise feedback and management information to improve the customer experience
•  Knowledge of processes, systems and procedures to support and take ownership of complaints and escalations

• Must have previous management experience 
• Proven track record in coaching & developing others to improve overall performance.
• Enthusiastic, self-motivated individual who uses their own initiative
• Able to use a variety of coaching methods to drive and deliver change/results effectively and efficiently
• Ability to drive and maintain high engagement levels
• Able to adapt and apply various coaching methods to seek improvements and demonstrate effective coaching to drive teams performance and behaviours
• Knowledge of products, processes procedures of relevant business area

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.