We have an excellent opportunity for a Customer Service Manager to join our Individual Retirements operation in Cardiff. The successful candidate will help shape the development of our service strategy and drive our key objectives.

• Drive the successful deployment of the Individual Retirements new business strategy so that all objectives are met in the core areas of operational strategic focus. These are: service excellence, operational efficiency, value creation and high performing teams, so that the service proposition is recognised within the UK Retirements market as ‘best of breed.’
• Leadership - Provide thought-leadership and work with the Head of Operations (LGR) in shaping the development of the overall service strategy and business plan for Individual Retirements so that the new business service proposition and customer experience act as differentiators in strengthening the Individual Retirement business unit’s competitive position, its reputation and its ability to profitably secure existing and additional customers and distribution partners, thereby enhancing the overall commercial success of LGR.
• People Leadership - Manage, motivate and develop employees at all levels, in a manner that is consistent with the company's policies and procedures including the Partnership Agreement, to maximise the performance of the area
• Operational Delivery - Drive and deliver the deployment and daily management of all employees end-to-end across the Individual Retirement service proposition to ensure strategic objectives are met, the operation is resilient to changing market and business demands and the business remains effective and efficient so as to deliver against all business service levels and that contractual obligations are achieved. Establish corrective plans as necessary, planning for the future in line with business plans and forecasts
• Commercial Awareness - Develop and cultivate a range of internal and external contacts to ensure that best practice approaches to business improvement, business intelligence and planning and operational excellence are identified, tested and, where appropriate, adopted into CSS LGR so that the business unit can benchmark against best in class.
• Planning - Lead the planning, design and delivery of all operational readiness activity and programmes for Individual Retirements New Business, ensuring the business area’s operating model is aligned with and can support the wider Distribution targets and Customer Services & Solutions agenda.
• New Business Generation - Provide thought leadership and development of materials to promote the Individual Retirement strategy as well as innovation in the service model to win new business mandates from Key Accounts, Intermediaries and Business Partners. In addition, lead departmental & site visits to present the Individual Retirement operating model as part of new and speculative business opportunities.
• Process Efficiency – Seek creative and innovative ways to deliver operational continuous improvement using LEAN methodologies, whilst maintaining quality, controls and customer outcomes. With a focus on delivering excellent commercial outcomes, ensure a reduction of unit costs to meet capacity and LGR automation targets through the Digital strategy.
•  Customer Centric - Develop and cultivate strong and effective relationships with a range of internal and external contacts/customers and industry forums to ensure that best practice approaches to customer centric service delivery are identified, tested and, where appropriate, adopted into the Individual Retirement business proposition in order that it can benchmark against best in class.
• Compliance - Provide leadership oversight and governance to ensure appropriate processes and systems are in place to demonstrate compliance with all relevant legislation & regulations and to ensure that the Department of Work and Pensions (DWP) and Her Majesties Revenue and Customs (HMRC) guidelines are adhered to.

• Experienced in managing customer service operational teams (contact & admin)  in an insurance or banking environment
• Experience in leading teams successfully through extensive periods of change
• Evidence of creating customer centric teams where quality of output is high and teams are engaged in doing the right thing for their customer
• Good problem solving and analytical and financial skills; ability to understand high volumes of customer data.
• Track record of building effective relationships in complex environments
• Proven background in adapting to trends and openness to new ideas
• Good team management skills, ability to develop and mentor individuals.
• Strong organisational and change management skills and attention to detail, with a demonstrated ability to prioritise and work independently, managing a high-volume of tasks and deadlines.
• Excellent interpersonal skills with the ability to successfully engage and influence a broad range of individuals across various businesses and key support functions

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, 25 days' holiday (plus one day after two years), private medical insurance, 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 Christine.Mitchell@landg.com