We are looking for a passionate and driven Customer Service Specialist to join our LGR team in Cardiff.

• Willing and capable of working flexibly across Contact and Administration functions.  Highly competent in telephone-based activities such as servicing existing customers or their representatives; or providing New Business solutions that meet a customer’s wants and needs for retirement income. In addition, they are competent in back office systems and processes in one of the core business areas of New Business, Customer Service or Bereavements.
• Takes every opportunity to deliver an outstanding customer experience and ensures the outcome is correct for the customer and aligned to LGRRI Customer Services quality standards, regulatory requirements and L & G’s treating customers fairly policies.
• Obtains relevant customer information through appropriate communication channels e.g. telephone, email, messaging, correspondence, on-line and IT systems. Through proactive and reactive contact, uses appropriate techniques to fully understand the customer’s wants and needs and verifies understanding with the customer. 
• Uses in-depth knowledge of LGRRI products, services, processes and systems to deliver appropriate customer outcomes.
• Ensure all appropriate legislative, regulatory and internal process & procedure are fully understood and applied. Identify, report and resolve any breaches in line with L&G policy. Follow procedures to ensure the correct DPA checks are undertaken to verify our customers’ identity and protect their personal data.
• Working with Customer Advocates and Customer Experience Leaders; identify processes or procedures that inhibit the delivery of successful outcomes and lead to delays in processing times.
• Maintain an up to date knowledge of complaints procedures, recognising when a customer is complaining and then manage complaint in line with FCA and L&Gs complaint process and procedures.
• When required, provide SME support for projects (system, process, regulatory) and deliver business implementation activities such as changes to process and call frameworks within LGRRI Customer Services, managing their impact on the customer and the end-to-end process.
• Accurately record information on LGRRI IT and workflow systems. Ensure that all learning and development is completed and recorded on the appropriate systems.

• In-depth understanding of LGRRI products, services and operations.
• Understanding of the LGRRI strategy and how this will impact the service proposition.
• Understand the different customers of LGR, i.e. customers, intermediaries and internal customers and how their requirements differ.
• Understanding of work flow and work queue structure.
• Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
• Good commercial awareness.
• Excellent written and verbal communication skills.
• A high degree of energy, drive and enthusiasm.
• Evidence of continuous professional development
• Experience of contributing to cross-functional business teams is desirable
• Experience of building effective relationships in complex environments
• Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals.

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 David Mfon -David.Mfon@landg.com