We are looking for a Service Specialist to be based at our office in Cardiff

• Manage and own all customer queries, fully resolving and responding within service agreements. Using supported systems, prioritise own work and proactively support your team colleagues to meet and where possible exceed service levels, targets and customer expectations, across the full suite of Workplace Savings products and propositions.
• Acquire, utilise and enhance your own technical expertise and development in product, systems, legislation and processes to the required level within the knowledge and skills matrix, Support colleagues so that they continuously improve both their individual service offering and the Workplace Savings proposition,  ensuring customers are provided with the correct information to manage and plan for retirement.  
• Follow all business processes, by using approved guidance material, analysing feed back on effectiveness and appropriateness updating when necessary. Take ownership of resolving exceptions and identify process improvements, recommending system changes and enhancements in order to reduce our operational costs
• Develop and maintain professional working relationships with all internal and external customers by supporting the Workplace Savings proposition in line with treating customers fairly. Actively seek out discussions to analyse feedback from all sources. Where failings are identified, feedback to relevant areas enabling changes to be made to achieve customer satisfaction, retention and advocacy
• Fully understand and assist the team and department to adhere to pension and internal compliance regulations and in the identification and management of regulatory and financial risks, breaches and complaints. Ensure the department operates in a compliant manner regarding suspicious transactions.
• Take full responsibility for the servicing of accurate and timely transactions, comply with all regulatory and trustee regulations and ensure money-laundering requirements are met protecting L&G from the risk of financial loss or reputational damage.
• Actively investigate and participate in business issues, divisional wide projects, quality assurance, IT system testing, remedy and internal process reviews. Support internal and external customers to ensure continuous improvements of our service offering to all customers. Understand use of all fully supported processes and platforms within the business area.
• Actively participate in Projects within the area. Help to manage expectations of all relevant parties (both internal and external), documenting plans and timelines, ensuring all reconciliations are completed and prepared for audit.

• Have strong Analytical, problem solving and investigative skills.
• Communicate clearly and confidently, demonstrating good listening and questioning skills.
• Ability to raise your game when faced with a challenge or opportunity.
• Be willing to learn new systems and have the ability to reconcile multiple systems.
• Have a  knowledge of Workplace DC Pensions products.
• Have a good knowledge of Pension freedoms.
• Be able to  confidently liaise with internal and external customers.
• Have exceptional customer service skills.
• Have an understanding of the regulated complaint handling process.
• Able to take an active role in  projects meetings .

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, 22 days’ (with potential to rise to 26 days) holiday, 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.

Normal working hours are Monday to Friday 9am - 5pm