Retirement. It’s no longer defined by age, or employment status.

Whilst some look forward to it, others fear it. And for many, the plan is to never retire. . 

At Legal & General we’re building a new business that recognises everyone wants to achieve something different in later life.

And we're looking for talented individual's to join us.

People with passion, enthusiasm and curiosity.

We’re looking for talented Customer Service Agents who love talking to customers, including our vulnerable customers and will go out of their way to provide exceptional levels of support and service.

• Customer - Manage and build long term customer relationships through trust and quality of service delivered
• To provide an outstanding level of customer care by identifying appropriate customer needs, gathering appropriate information accurately and with care
•  Providing customers with information and guidance and referring to Advisors to ensure customers receive good quality advice about Lifetime Mortgages and the right outcome is achieved.
• Assess customers suitability and eligibility and help them to understand and  the features of Lifetime mortgages and Equity Release, ensuring that all documentation requirements have been met
• Develop and proactively maintain key stakeholder relationships with customers, Advisors , colleagues and other internal departments through communication, and resolving service issues where possible at the first point of contact.
• Process Improvement – Share information and ideas, seek regular feedback and raise areas of concern so that tangible improvements can be made. Collaborate with your team to continually improve the functions performance and customer experience and support the implementation of all changes.
• Regulation - To pro-actively manage the customer journey and ensure alignment to regulatory requirements are met, within risk management , including policies , processes , procedures  and governance to ensure a robust and consistent approach including TCF and  Vulnerable Customer policies .
• Keep  technical knowledge updated through a comprehensive understanding of retirement market, our products and ongoing personal development in Line with Group Standards.
• Undertake complaint handling and recovery by following defined processes to their conclusion and investigating issues quickly and effectively, or recognize the point at which to hand over to others.
• Personal Development– Take ownership of your  own career development and performance , undertaking coaching , assessing feedback given to you and taking training opportunities to ensure that you keep improving the level of skills and knowledge you have for the role and customer service.
• Live the Company’s Value And Behaviours and Employee Conduct code and supports LGFA priorites.

• Proven customer services experience ideally gained within a financial service or regulatory or caring environment.
• Flexible and adaptable to change, able to work within a fast paced changing environment
• Ability to type and talk with accuracy
• Experience of dealing with vulnerable customers, sensitive information and more complex conversations
• Excellent phone manner
• Able to nurture and build long term customer relationships using empathy and rapport and proactively manage the customer journey
• Good attention to detail
• Works well on own and as part of a team
• Achieve accuracy levels within quality assurance processes
• CII Financial Services - R01 Regulation and Ethics qualification welcomed

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.

Working hours are 35 hours a week, flexible between Monday to Friday 8.30 am – 8pm  and 9am – 1pm Saturday (as part of a shift rotation)

Applicants will need to be able to start in mid September and your full attendance is needed for the comprehensive training programme.

Please submit an application via our careers website

For any additional information, please contact alyson.macdonald@landg.com