We have an excellent opportunity to join our Pensions team in Cardiff. If you enjoy speaking to customers and having responsibility for administrative tasks , then this could be the opportunity for you.  

• Provide an outstanding customer service to our customers and clients by making sure you understand what their enquiry is, respond accurately and with the best solution for them whilst making sure their enquiry has been answered and seeking feedback on how you could improve
• Proactively spot patterns in the hopes or frustrations of our customers and clients, seeing where we can change our processes, tools or products to make them happier.   
• Use your training, knowledge, skills and provided guidance material to follow processes and use systems to give our customers and clients a positive experience whilst keeping us safe and compliant with our regulators.  If things do go wrong, when you can’t resolve it yourself raise and log these as soon as possible so we can put things right quickly.     
• Provide customers with a first class experience every time in order to Treat Customers Fairly and promote customer satisfaction.  Steer your own development so you can provide great customer service whilst helping you get to where you want to get to.  
• Work as one team across LGIM Customer and Client Operations, take pride in what we do and put your colleagues, customers and clients at the heart of everything we do. 
• When things go wrong use your knowledge and skills to find out what went wrong and what we could do to stop it from happening again, identifying trends and sharing your findings, solutions and reasons with your colleagues.  Own and resolve customer escalations (including Summary Resolution Complaints), where appropriate making use of T&U payment authority and customer call backs to ensure that the customer experience is maximised and the L&G brand is enhanced
• Take responsibility for your own development and ensure that you keep your pension knowledge and industry awareness current and relevant
• Understand and adhere to pension and internal compliance regulations and in the identification of regulatory and financial risks, breaches and complaints. Ensure you operate in a compliant manner regarding suspicious transactions and all incidents are logged and reported in a timely manner

• Good Communication skills ( written and verbal )
• Strong attention to detail
• Previous administration experience desirable
• Customer Service experience is essential including experience of Vulnerable Customers and the handling of customer complaints
• Ability to consistently deliver high quality work for our customers and client
• Be able to team work, build trust and respect with others, sharing best practice and ideas.
• Experience of a regulatory environment/Pensions is desirable but not essential
• Ability to adhere to all regulatory requirements including DPA, GDPR KYC, Complaint Handling and role of the FCA

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, private medical insurance, 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.

Training will be provided. This role will involve both administrative responsibilities and taking calls from our customers.

Working hours are Monday to Friday 9am to 5pm

For further information, please contact Christine.Mitchell@landg.com