We are currently recruitng for a Customer Service Specialist to join our team in Cardiff.

Principal Accountabilities:

Customer Service – builds empathy and relationships with both internal and external customers to receive and complete incoming and outgoing work items via phone calls. This will include  quote requests, case progress updates and payment enquiries from customers within agreed service levels, taking every opportunity to delight the customer and ensuring the right outcome is achieved aligned to CSS quality standards, regulatory requirements and L & G’s treating customers fairly policies

Analysis and Data Gathering - Obtains relevant customer information  through telephone contact ; interviewing customers (by phone); answering questions; verifying information such as quote, payment and claim details through a series of direct and indirect questions in order to successfully deliver a range of services for customers seeking help with their retirement planning.
 

Business Knowledge – Using your in-depth knowledge of all retirement products and payment services, along with end-to-end processes to deliver an appropriate outcome to the customer such as issuing a quote, issuing a letter or fulfilling the request verbally.

Regulation - Ensure all appropriate legislative, regulatory and internal process & procedure knowledge is developed and maintained within the team, identifying, reporting and resolving any breaches and ensuring that the correct DPA checks are undertaken to verify our customers’ identity.

Process Improvement – Identify areas of improvement and working with line manager to take action to continually enhance understanding of resource requirements and divisional performance.

Complaint Management – manage and resolve customer complaints : identifying complaints, investigating where appropriate and resolving where possible including complex technical queries at point of early resolution, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and take action to continually improvement the customer experience.

Project Support - Provide SME support for projects (system, process, regulatory) and deliver business implementation activities such as changes to process and call frameworks within CSS, managing their impact on the customer and the end-to-end process.
 

Recordkeeping – Accurately record workflow on the appropriate system (Eg®) maintaining effectiveness, efficiency and perform quality checking to the prescribed QA framework for the role ensuring accurate management information.

Qualifications: CF1 desirable

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.

For more information, please contact Rachel.Varney@landg.com