We have an excellent opportunity for a Customer Service Consultant to be join our Insurance team in Cardiff.

• Manage customer contact, across a range of customer processes, ensuring the majority of requests are dealt with on a one-stop basis and referrals are managed and resolved to secure a comprehensive and efficient service where the customer is treated fairly and that a positive relationship is built with them so that they continue to stay with us.
• Pro-actively manage relationships with Customers, IFA’s and internal departments, especially around key events in Customer Applications Support and Customer Service, through professional communication, promotional activity and resolving service issues where possible at first point of contact.
• Continually improve customer processes by seeking regular feedback and raise issues and areas of concern so that tangible improvements can be recommended. Support the implementation of subsequent changes, to ensure that operational efficiencies and improvements in service are delivered and measured. 
• Support opportunities to retain business, by understanding fully what a customer is asking for and providing a tailored response or passing a lead through to the appropriate sales channel via the agreed process.
• Undertake complaint handling following defined processes to their conclusion or recognise the appropriate point at which to hand over to others.
• Maintain a good knowledge and understanding of legislative and regulatory requirements, e.g. breach knowledge and adherence to L&G Company Policy and Procedures, including following L&G TCF policy, to minimise risk to L&G and its customers.
• Actively work on own development to ensure you are consistently demonstrating company values and capabilities resulting in improved skills and knowledge in products and processes, which will benefit the quality of service provided to customers.

• Previous Customer Services experience
• Good rapport building skills
• Strong Communication skills – both phone and written
• Computer literate
• Ability to work within a fast paced, changing environment
• Ability to work to targets/SLA’s
• Understands the impact of regulatory issues and complies with them
• Good attention to detail on administrative tasks

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.

The successful candidates will need to be able to attend 6 weeks training starting on 26th February 2018.

Shifts Patterns will be on a rota between 9am and 6pm, Monday to Friday ( 35 hours a week )

For further information, please contact Christine.Mitchell@landg.com