Customer Services Manager (Pension and Investments)

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VN-18815

Permanent

Cardiff

up to 58,000

25 February 2021

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“The closing date for applications to this role has now passed, you are still able to apply for this role, however please note the selection process is underway and the role will be removed for applications imminently

 

We have an exciting opportunity for a Customer Service Manager to lead our customer services function who support our Personal Investing and DC Workplace customers.

The successful candidate will help shape our vision for customer service excellence, transform our processes and drive our key objectives for the area.

Leading customer service transformation for the recently aligned customer services teams who manage the DC ( defined contribution ) Workplace drawdown and Personal Investing front book customers.

You will help deliver against a vision for customer service excellence, whilst embedding new technology solutions and an optimised target operating model.

You will directly manage customer services team leaders, each with up to 15 customer services administrators, overseeing a mixture of customer contact through inbound calls, emails in addition to administrative and payment processes. 

  • A Customer Service leader with practical experience and knowledge of pension and investment administration and inbound phone teams. 
  • Working knowledge of ISA and Pension Drawdown product features and regulatory rules
  • Track record of delivering customer service improvements whilst managing complex processes in a demanding environment. 
  • Experience of process transformation and supporting teams through change
  • Ability to set challenging goals, drive high performance and nurture high performing teams and managers
  • Excellent communication skills and the ability to articulate a shared vision
  • Ability to identify creative solutions whilst working within regulations
  • Able to influence stakeholders at all levels of the business

 

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, 27 days' holiday, private medical insurance, performance related bonuses, 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.

About L&G

As a company, to be one of the world's largest Asset Managers, homebuilders, pension providers and insurances brands, we are diverse by our very nature. And we're a company that wants to use our diversity and influence to make society better in the long term - for everyone. To do this we need to be a company that welcomes everyone, where everyone can succeed. That means we're committed to building an inclusive culture in L&G where we can all perform at our best, no matter who we are, what we do or where we do it. So whoever you are, wherever you are, whatever your story, we'd love to hear from you.

About the business area

With a team of over 600 people servicing over 3.5 million customers and over 17,000 corporate clients our DC Pensions business helps people plan and save for their retirement. Our vision is to be the long term savings partner of choice for our customers and clients; we achieve this by delivering an outstanding service and experience, putting our colleagues, customers and clients at the heart of everything we do.  

We’re a trusting, enthusiastic and commercially ambitious business who really cares about helping our customers save for their future. We value each other and take absolute pride in performing at our very best.

Our commitment to Equal Opportunities

We’re an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? We’re aware that candidates – especially women – can be put off from applying for a job unless they tick every box or because they don’t think they can achieve the flexibility they need. If this is you, we’re keen to connect; and whilst we can’t accommodate every flexible working request, we’re very happy to have a discussion. So why not apply?

 

How to find out more

If you’d like more information about this opportunity please contact Christine Mitchell at christine.mitchell@landg.com (LinkedIn: https://www.linkedin.com/in/christinemitchell1/). Please note direct applications via email cannot be accepted for this role; only applications submitted through our careers website will be considered.

Back to search

About L&G

As a company, to be one of the world's largest Asset Managers, homebuilders, pension providers and insurances brands, we are diverse by our very nature. And we're a company that wants to use our diversity and influence to make society better in the long term - for everyone. To do this we need to be a company that welcomes everyone, where everyone can succeed. That means we're committed to building an inclusive culture in L&G where we can all perform at our best, no matter who we are, what we do or where we do it. So whoever you are, wherever you are, whatever your story, we'd love to hear from you.

About the business area

With a team of over 600 people servicing over 3.5 million customers and over 17,000 corporate clients our DC Pensions business helps people plan and save for their retirement. Our vision is to be the long term savings partner of choice for our customers and clients; we achieve this by delivering an outstanding service and experience, putting our colleagues, customers and clients at the heart of everything we do.  

We’re a trusting, enthusiastic and commercially ambitious business who really cares about helping our customers save for their future. We value each other and take absolute pride in performing at our very best.

Our commitment to Equal Opportunities

We’re an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? We’re aware that candidates – especially women – can be put off from applying for a job unless they tick every box or because they don’t think they can achieve the flexibility they need. If this is you, we’re keen to connect; and whilst we can’t accommodate every flexible working request, we’re very happy to have a discussion. So why not apply?

 

How to find out more

If you’d like more information about this opportunity please contact Christine Mitchell at christine.mitchell@landg.com (LinkedIn: https://www.linkedin.com/in/christinemitchell1/). Please note direct applications via email cannot be accepted for this role; only applications submitted through our careers website will be considered.