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 a talented Team Leader to develop and engage a new team of highly skilled Customer Service Agents who will be responsible for supporting our customers with their enquiries and applications about Lifetime Mortgages.

Inspire and engage a team of Customer Service Agents to help our customers to have a more colourful retirement, providing information about Lifetime Mortgages and how their property equity could help to support them.

• Provide inspirational leadership by developing, nurturing, coaching and empowering a Team of Customer Service Agents to build a culture of engagement, collaboration, trust and value. Lead with a human touch by connecting and understanding their Team as individuals.

• Support their Team to enable them to manage and build long term customer relationships through trust and quality of service delivered.

• Hold honest and meaningful conversations with their Team through regular reviews around performance, behaviour and development.

• Recognizes and encourages people positively and regularly, and supports succession planning aligned to personal development.

• Analyses the performance of their Team regularly to provide feedback and give constructive areas to focus on and track continuous improvement in line with internal standards

• Is able to use a range of management information and observations to set clear performance expectations

• Communicates clearly and confidently

• Develop and proactively maintain key stakeholder relationships

• 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

• 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 Values and Behaviours, Employee Conduct code and supports LGFA priorities

• Proven Team Leader experience ideally gained within a contact centre, financial services or regulatory environment.
• Strong Customer Service Focus
• Ability to establish and motivate a team within a fast paced, changing environment
• Performance Management and experience of quality assurance standards
• Experience of dealing with vulnerable customers, sensitive information and more complex conversations
• Able to nurture and build effective stakeholder relationships and collaborate with wider team to share insight
• Knowledge of retirement market  including regulation ( desirable )
• Understanding of compliance and regulatory frameworks
• CII R01 Regulation and Ethics or other financial services qualifications 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 8.30am - 8pm and 9am -1pm Saturday ( worked on a shift rotation basis )

If  this sounds like you, we would love to hear from you…please submit an application via our careers website

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