Our In Payment Service team is looking for Customer Services Consultants to join their team in Cardiff.

In this role you’ll be customer service support in one of our core business areas of New Business, Customer Service or Bereavements.

Are passionate about delivering quality, people focused customer service? Are you committed to ensuring that all customer needs are front and centre every time? If so, you should apply for this role and help make a difference.

• Delivering an outstanding customer experience to our customers at every opportunity and ensuring 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. Also providing competent support in back office systems and processes in one of the core business areas of New Business, Customer Service or Bereavements.
• Using in-depth knowledge of LGRRI products, services, processes and systems to deliver appropriate customer outcomes.
• Obtaining relevant customer information through appropriate communication channels e.g. telephone, email, messaging, correspondence, on-line and IT systems. Providing proactive and reactive contact, using appropriate techniques to fully understand the customer’s wants and needs - verifying understanding with the customer.
• Ensuring all appropriate legislative, regulatory and internal process & procedure are fully understood and applied. Identifying, reporting and resolving any breaches in line with L&G policy. Following procedures to ensure the correct General Data Protection Regulation checks are undertaken to verify our customers’ identity and protect their personal data.
• Working with Customer Advocates and Customer Service Leaders; identify processes or procedures that inhibit the delivery of successful outcomes and lead to delays in processing times.
• Accurately record information on LGRRI IT and workflow systems. Ensure that all learning and development is completed and recorded on the appropriate systems.
• Maintaining an up to date knowledge of complaints procedures, recognising when a customer is complaining and then managing the complaint in line with Financial Conduct Authority and L&Gs complaint process and procedures.
• When required, providing SME support for projects (system, process, regulatory) and delivering 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.

• Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
• Excellent written and verbal communication skills.
• Good commercial awareness.
• 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.