We are recruiting for a number of exciting opportunities within our Direct to Customer business area. You will be responsible for selling and retaining Legal and General Products and services to our customers.  You will do this by establishing the customers’ needs and providing them with detailed information to enable them to make an informed choice whilst providing an outstanding service.

• Positively handle inbound (and outbound calls where relevant) within agreed service levels, ensuring the customers and the company’s expectations are achieved, and that all output are of a consistently high standard.
• Display a clear and comprehensive understanding of relevant products.  Listen to and acknowledge customer requests, take ownership by matching features and benefits to suit requirements.
• To consistently deliver an outstanding customer experience in line with departmental guidelines. (e.g. Behavioural or customer experience framework)
• To have an excellent knowledge of the products made available to our customers and a well-developed ability to navigate the systems to quote and retain, satisfying the customer efficiently.
• Maintain a comprehensive knowledge of all sales and Retention processes, including all changes that arise from continuous improvement activities or business change, ensuring accurate information is given to all customers.
• Proactively and consistently achieve quality targets, working with correct and up to date call structures at all times.
• To follow best practice in accordance with regulatory requirements and follow Legal and General’s Treating Customers Fairly policy in order that appropriate information is communicated at all times.
• To demonstrate and retain evidence of practicing the 6 core L & G Behaviours

• Naturally builds rapport and easily establishes relationships with customers.
• Puts the customer first
• Ask open and propping questions in order to understand all relevant customer information.
• Achieve high standards of quality output.
• Displays a positive attitude towards achieving agreed team and individual KPI’s
• Communicates views and ideas in a positive manner
• Shows flexibility to business requirements – performing duties not linked to primary role
• Demonstrates effective management of call backs, to ensure customers receive a follow up call within agreed service levels

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, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, 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.

We are looking for candidates to start on Monday 3rd April

Training will consist of 11 weeks of classroom and contact centre floor learning.

Please note that there are rotating shift patterns, which fall within M-F 08am 08pm, and around 1 in every 3 saturdays between 9-5pm.

We will be holding final stage assessments on 25/02, 28/02, and 02/03.

If you have any questions or want to find out any further information, please contact Ruth Prosser, Resourcing Consultant, at ruth.prosser@landg.com