Our Group Customer Service team have a requirement for a Agency Enquiries Team Manager to join the business in Cardiff on a permanent basis. 

• Customer Servicing: Understand the customer journey to deliver a consistent and fair service to all customers, seeking feedback about the effectiveness of your area, team and processes, ensuring that customer processes are reviewed regularly and that the root cause of customer problems are resolved, thereby reducing customer process failures and allowing proportionate controls to be implemented to protect the customer. 
• People Management: Manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, performance, attendance and conduct, so that the team’s business objectives are achieved consistently.     
• Target Delivery: Deliver against agreed Key Performance Indicators (KPI’s) for the area ensuring resources are managed effectively and adherence to customer processes are monitored and improved to ensure customers are treated fairly and consistently.
• Process Management: Proactively manage the team around the flow of work, utilising and analysing management information on service, customer satisfaction, individual capability, customer processes and costs, with prompt resolution of issues and required changes, so that the team works effectively and efficiently to deliver a cost effective and quality service to the customer.
• Risk Management: Follow procedures and use management information to manage operational and people risks through SWORD, ensuring that area and regulatory controls are adhered to, financial crime is mitigated and risk events are subjected to root cause assessment to ensure compliance with legal and other regulatory requirements to protect the customer.
• Deputising: Deputise for the direct line manager in their absence, judging what you can take responsibility for, and on their behalf make confident and competent decisions on these to ensure that customer servicing continues unhindered.
• Team Development: Coach and develop the team’s behaviours, skills and knowledge, addressing gaps and exploiting improvement opportunities, so that performance is effectively managed and individuals are supported to reach their full potential through the provision of open and honest feedback and active development plans.
• Team Engagement: Maximise team engagement and morale in order to foster a culture of ‘every day matters’, so that real buy-in is gained to the company’s brand and strategy, and individuals can make the link between these and the experience we provide to the customer.
• Delivering change.  Manage and measure the effective delivery of change within own area by ensuring ownership of message, undertaking proactive planning and risk assessments and involving the wider team so that concerns and issues are managed. 
• Relationship building.  Build and maintain relationships with a range of internal and external contacts to ensure that service enhancement, problem resolution activities and performance improvement initiatives are appropriately targeted and achieve buy-in from stakeholders.

• Good knowledge of end to end customer processses and service standards and the impact they may have on other areas
• Excellent knowledge of the financial impact processes may have on both L&G and the customer
• Comprehensive knowledge of business risks and controls 
• Excellent knowledge of key customer events, competitors, FSA sector, market conditions and environmental changes and how they impact the area

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.

Please email Stacie Burnett, Resourcing Lead, Stacie.Burnett@landg.com for further information.