We have an exciting opportunity for a Web Chat team manager to join our team in Cardiff.

• Lead and engage their team
• Provides inspirational leadership by developing, coaching and empowering people that embeds a culture of people engagement and value. Leads with a human touch by knowing and understanding their people as individuals and role modelling the values and behaviours with a positive can do attitude:
• Holds honest and meaningful conversations with their people around performance and behaviours through regular reviews.
• Encourages their team positively, recognising and rewarding people where appropriate
• Performance below expectations is promptly addressed in an honest and constructive way and where required undertakes formal action on performance, behaviours and absence in line with L&G policies, procedures and framework.
• Supports succession planning around personal development.
• Ensures their team’s well-being and attendance is managed in line with published standards, conducting effective and timely return to works and tailoring absence plans to individuals where appropriate.
• Encourages feedback and supports positive action to develop strong working relationship.
• Recruits people with the skills and behaviours to complement the team to deliver our strategy and vision.
• Facilitate the growth of their team
• Takes full accountability in getting the best out of every person in their team:
• Is able to use a range of coaching methods and techniques based on the needs of each individual and the circumstances to help people achieve their objectives, personal development and career goals.
• Monitors the work of their team on a regular basis to give constructive and actionable feedback to improve the performance in line with internal documented standards.
• Is able to use a range of management information and observations to review performance and set clear expectations, documenting this clearly to track on going performance improvements.
• To work in partnership with all stakeholders
• Develops mutually beneficial relationships with all internal and external stakeholders to deliver the best outcomes for our customers, people and the business:
• Communicates clearly and confidently on a wide range of subjects to ensure messages and outcomes are understood clearly by all.
• To manage the team in accordance with the company's policies and procedures, including the Partnership Agreement, so that the team’s business objectives are achieved consistently.
• Adapts communication style to interact with different audiences and situations.
• Understands the business area strategy and how their work supports this.
• Manages the team in accordance with the company policy and procedures.
• Contributing positively to the planning, forecasting and the allocation of work to the team to ensure work is completed in line with published standards.

EXPECTATIONS WITH CUSTOMERS

Enhances the customer experience through a culture of continuous improvement

Creates a culture in which people put the customer at the heart of decisions and constructively challenges the way we work to improve the customer journey and efficiency:

Creates an environment for the team to deliver outstanding service that makes it easy for our customers to do business with us, in line with published service levels and agreement, utilising feedback and management information to improve the customer experience.

Has knowledge of processes, systems and procedures to support and take ownership of complaints and escalations.

Facilitates and leads an environment where people can raise ideas to continuously improve the way we do things and supports/leads these through to project implementation.

EXPECTATIONS WITH SHAREHOLDERS

Regulatory and operational risk

Protect our customers, people and shareholders by complying with regulatory requirements and operational risk guidelines.

Has knowledge and awareness of internal policies and controls.

Proactively ensures compliance with these within their team to minimise risks

Timely completion of risk controls each month, raising ad hoc risks and issues and ensuring any on-going issues are on track and up to date.

Ensures the completion of all mandatory learning before established deadlines.

EXPECTATIONS FOR PERSONAL DEVELOPMENT

Self-Development

Proactively manages their own personal development in order to reach their potential and is capable and confident to support and deputise for their line manager when required.

Specific Experience

• Previous team manager experience desirable
• Experience within a Web Chat function advantageous
• Enthusiastic, self-motivated individual who uses their own initiative
• Takes pride in delivering expected outcomes
• Ability to thrive in a team environment
• Effective communication skills
• Able to understand and interpret a range of MI
• Embraces, owns and leads change
• Ability to work in a fast paced environment
• Open to working flexible shift patterns
• Problem solving and decision making skills
• Able to plan and organise their time and workflow

Technical Knowledge

• Understanding of HR policies and procedures
• Product, system and processes used with the respective business area
• Regulatory and operational risk awareness
• Awareness of business strategy
• Good level of knowledge and principles of Insurance
• Knowledge of products, processes procedures of relevant business area.

Qualificiations may be required.

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