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Customer Service Specialist
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VN-22674
Permanent
Cardiff
20,500
22 May 2022
Our Retail Retirements 'My Future Now' team in Cardiff, are looking to hire for the position of Customer Service Specialist.
In this role you’ll be providing New Business solutions that meet our customer’s wants and needs for their retirement income. You’ll be a part of a close-knit team who provide mainly administrative based solutions for our customers. If you are keen on managing your own caseload while working as part of a team, this could be great opportunity for you!
- Taking every opportunity to deliver an outstanding customer experience and ensuring the outcome is correct for the customer and aligned to Customer Services quality standards and L&G’s treating customers fairly policies.
- Obtaining relevant customer information through appropriate communication channels and through proactive and reactive contact; use the appropriate techniques to fully understand the customer’s wants and needs and verify understanding with the customer.
- Using in-depth knowledge of our products, services, processes and systems to deliver appropriate customer outcomes.
- Ensuring all appropriate legislative, regulatory and internal process & procedure knowledge is fully understood and applied by self and the team. Identifying, reporting and resolving any breaches in line with L&G policy
- Working with Customer Advocates and Customer Service Leaders; identifying processes or procedures that inhibit the delivery of successful outcomes and lead to delays in processing times.
- Maintaining an up to date knowledge of complaints procedures, recognising when a customer is complaining and then manage complaint in line with Financial Conduct Authority and L&Gs complaint process and procedures.
- Providing Subject Matter Expert 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.
- Understanding of workflow and work queue structure.
- Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
- Excellent written and verbal communication skills.
- Evidence of continuous professional development.
- Experience of contributing to cross-functional business teams is desirable.
- Proficiency in Microsoft Office Suite.
- 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.
About L&G
The brand with the brolly is choosing today to change tomorrow.
Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands.
We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.
We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.
At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.
Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?
About the business area
Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions.
Our commitment to Equal Opportunities
Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.
We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.
We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.
We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.
So whoever you are, wherever you are, whatever your story, we'd love to hear from you.
How to find out more
If this opportunity excites you but you’re not sure you meet all the requirements, or you’d like to know a bit more, please contact Clarice Wale at clarice.wale2@landg.com (LinkedIn profile: https://www.linkedin.com/in/clarice-wale-b8511a181/).
If you’d like to be considered for this role, please submit your application through our careers website as we’re not accepting email applications.
