We're looking for a Customer Service Specialist to join our Retail Retirements Customer Service team in Cardiff.

Can you communicate complex issues in simple and understandable terms to customers? Are you passionate about customer service? If you have the desire to be a proactive frontrunner on a dynamic and vibrant team, then this opportunity is for you.

• Engaging 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.
• You’ll obtain relevant customer information through appropriate communication channels. Additionally, through proactive and reactive contact, you’ll utilise appropriate techniques to fully understand the customer’s wants and needs, confirming understanding with the customer.
• Use in-depth knowledge of products, services, processes and systems to deliver appropriate customer outcomes.
• Ensure all appropriate legislative, regulatory and internal processes & procedures are fully understood and applied and follow procedures in line with GDPR.
• Work with customer advocates and customer experience leaders; identifying 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 the complaint in line with Financial Conduct Authority (FCA) and L&G’s complaint process and procedures.
• At times, you will also provide subject matter expert (SME) support for projects (system, process, regulatory) and deliver business implementation activities such as changes to process and call frameworks within your business’ customer service area.

Operating times are: Monday - Friday (9am -5pm).

• 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.
• 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.