This is a great opportunity for a Customer Services Consultant to join our Workplace Pensions Department in Cardiff

• Provide a range of telephone and web-based services to a customer population ranging from sophisticated, high net worth individuals to non-advised, low tech individuals across the full suite of Workplace Savings products and propositions. Flexing communication styles and content as appropriate.
• Provide factual information to customers for them to manage and plan for their retirement. This will include discussions with customers on their investment fund options and risk profiles.
• Identify customer issues that require escalation (including early resolution complaints) and action promptly, recording customer information as appropriate to ensure that the customer experience is maximised and the Workplace Savings brand is enhanced.
• Record accurate information and produce trend analyse of calls, this will involve regular demand analysis and proposals to reduce the volume on non-value calls.
• Complete Financial Crime protocols to the required standard

• Previous experience working in a customer service environment, and dealing with complex queries is essential.
• A good knowledge of query referral & escalation processes
• Working knowledge of complaint handling processes
• An interest in working in a Financial Services organisation, and a long term goal of obtaining qualifications in Financial Services
• An ability to adapt communication style to the individual
• Demonstrate time management & organisation skills to effectively manage own workload
• Good awareness of the Financial Service Market and our key competitors
• Proven ability to work under pressure, whilst maintaining quality & regulatory standards
• Proven ability to confidently make decisions based on evaluation of risks and using available information

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.

For further information please contact alyson.macdonald@landg.com

Normal working hours are 35 per week Monday - Friday 8.30am - 7.00pm, 9am -12pm Saturday morning (approximately 1 in 6 on a rota basis)

You will need to be available for training Mon- Fri , 9-5 for the first 6 weeks