Technical & Governance Consultant

Legal & General is a leading UK financial services group and major global investor. We’ve been safeguarding people’s financial futures since 1836, aiming to build a better society for the long term by investing our customers’ money in things that make life better for everyone and create value for our shareholders.

Our Group Functions provide the services that all areas of the business need. This requires a talented and diverse team behind the scenes, who enable everyone at L&G to do what they do best. 

Joining us means helping to improve the lives of our customers and contributing to the success of the business every day.

Provide a comprehensive technical complaints, appeals & audit service and support comprehensive quality training programmes for the Group Protection Claims ensuring that set rules & regulations for products and processes are consistent with strategy and philosophy.

What you'll be doing:

• Conducting and delivering regular monthly audits of the decisions made by the Claims teams in relation to the Group Protection products and IPB. Ensuring that a consistent, fair & acceptable level of decision making & service is provided to our customers
• Providing a comprehensive assessment of Group Protection and IPB claims appeals, deciding whether to accept or reject the appeal, whilst meeting the expectations of the IFA’s and our corporate clients
• Defining, developing and delivering processes and systems to ensure that a consistent, acceptable level of service is provided to customers, that complaints and Financial Ombudsman Service (FOS) cases are handled fairly and that action is taken to reduce the causes of complaints in line with our Customer Experience and Treating Customers Fairly policy
• Compiling & analysing statistical data and case studies to identify trends and produce & circulate reports and feedback to appropriate managers, individuals and group forums relating to findings and claims activity from the audits, complaints and appeals
• Supporting the training team with development and delivery of training in relation to legislative, regulatory or process changes to ensure that the quality and competency of staff is maintained
• Developing, documenting and reviewing our Claims philosophies, techniques & practices, reviewing competitor activities, in order to ensure that we remain at the forefront of best industry practice
• Contributing to company and Group Protection wide projects and process reviews to deliver product & proposition development and system design & improvements
• Defining, developing & delivering processes & systems to ensure that all customer data is dealt with appropriately in accordance with legislation, in particular the Data Protection Act, the Access to Medical Reports Act, Legal & General’s Confidentiality Policy and Group Financial Crime guidelines

Who we're looking for:

• Managing complaints in an impartial way, demonstrating independence and sound judgement based on all relevant information
• Challenging the product, marketing, and sales areas to review processes and controls where complaints have been raised about products failing to meet the needs of particular customers, especially where the product was sold outside of its target market
• Communicating with customers clearly and in a timely manner to enable them to access the complaints process easily and understand how complaints will be dealt with, the decision reached and the options after the complaint has been concluded
• Ensuring that, where appropriate, customers have access to relevant resources to enable them to carry out their informed choices following resolution of complaints
• Analysing complaints to identify the root cause of failures to meet customers’ reasonable expectations and provide feedback to relevant areas to enable changes to be implemented
• Ensuring that sufficient staff and appropriate processes are in place to deal with expected levels of complaints and that contingency plans are updated regularly

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.