We are currently seeking a Customer Service Representative to join our Bereavements team within our LGR division, based in Cardiff. 

This is an excellent opportunity for someone with Pension Knowledge. As a Customer Service Representative, you will be responsible for processing death claims and providing an excellent service to our customers during a vulnerable time.

Principal Accountabilities:

• Customer Service – receive and complete work items such as handling customer queries in writing and by phone (including case progress updates and customer details updates) and processing new business applications and death claims from customers within agreed Service Levels, taking every opportunity to delight the customer and ensuring the right outcome is achieved aligned to CSS quality standards, regulatory requirements and L&G’s treating customers fairly policies.
• Operational Delivery - assess received customer documents (such as new business applications and death claims) ensuring all minimum information requirements have been met, acting immediately on any outstanding information to ensure this is obtained from the relevant parties within agreed timescales and quality standards.
• Regulation - Ensure all appropriate legislative, regulatory and internal process & procedure knowledge is developed and maintained, identifying and escalating any breaches and ensuring that the correct DPA checks are undertaken to verify our customers’ identity.
• Complaint Management - maintain an up to date knowledge of complaints procedures: identifying complaints, investigating where appropriate and resolving where possible, ensuring any complaints dealt with are logged correctly.
• Recordkeeping - Accurately record workflow on the appropriate system (Eg®) maintaining effectiveness, efficiency and perform quality checking according to the prescribed QA framework for the role ensuring accurate management information.
• Process Improvement - Share information and ideas, working with your team to improve the method of working to improve individual and team capability and capacity.

Skills Required:

• LGR, products and financial services industry knowledge.
• Systems
• Customer Service
• Communication
• Planning and Organisation
• Efficiencies and Results
• Personal Development
• Interpersonal Skills
• General Process

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, dependants' pensions, at least 22 days’ holiday, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Rachel.Varney@landg.com