We are looking for an exerienced leader to motivate, coach and empower a phone-based customer contact team, with our Workplace Pensions Division.

You and your team will passionately put our colleagues, customers and clients at the heart of everything you do.  You’ll bring to life our Customer First strategy by understanding and continuously improving your team’s role in providing excellence in operational performance and development every day. 

• Be responsible for ensuring you and your teams provide an outstanding service to customers by ensuring their needs and expectations are known and exceeded. Use your knowledge of customer demand and feedback through system thinking to be able to respond accurately and with the best solution for the customer.
• Proactively lead your team to demonstrate continual improvement and consistency by maximising team performance to ensure we exceed our customer’s needs and always trying to meet their requirements with one interaction. 
• Be passionate about and responsible for your team’s engagement, making sure you understand their views and engagement drivers.  Taking accountability of regular action to make improvements whilst suitably recognising and rewarding to encourage expected behaviours.      
• Continually plan and review team competencies to enhance development and their ability to meet customer demand whilst keeping us safe and compliant with our regulators.  Identifying areas of improvement and their root cause to inform training requirements.  Coaching or implementing training solutions yourself or with your Business Coaches or the Learning and Development team. 
• Be responsible for your own development to achieve and maintain competency, continuously improving your management skills whilst sharing learnings with your team to build on their skills and knowledge.    
• Collaborate with your colleagues, ensuring a consistent management experience is given, whilst sharing best practice to put your colleagues, customers and clients at the heart of everything you do.
• Manage your team in line with Legal & General’s policies and procedures, including the Unite Partnership Agreement, so that the team’s objectives are consistently achieved and they take responsibility for escalations to ensure a positive experience for colleagues, customers and/or clients.  (requirement)

• Advanced knowledge of our management systems, procedures and policies
• Advanced knowledge of our products, funds and industry
• Advanced understanding of customer and client profile to provide insight and recommendations for operational planning
• Full understanding of our quality framework, measures and controls
• Demonstrate role model behaviours, excellent teamwork and be able to build trust and respect with others, sharing best practice and ideas
• Proven ability to communicate effectively, both verbally and in writing
• Proven ability to develop (including coaching) self and team
• Proven ability to plan and manage own and teams workload, reacting to changing priorities
• Proven ability to manage performance
• Proven ability to motivate others to achieve results

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.