Customer Services Contact Specialist

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VN-9302

Permanent

Cardiff

£17,200 - £23,000

6 June 2018

We are currently seeking a Customer Service Specialist to join our LGR division in Cardiff.

  • Customer Service – builds empathy and relationships with both internal and external customers to receive and complete incoming and outgoing work items via phone calls. This will include  quote requests, case progress updates and payment enquiries from customers within agreed service levels, taking every opportunity to delight the customer and ensuring the right outcome is achieved aligned to CSS quality standards, regulatory requirements and L & G’s treating customers fairly policies
  • Analysis and Data Gathering - Obtains relevant customer information  through telephone contact ; interviewing customers (by phone); answering questions; verifying information such as quote, payment and claim details through a series of direct and indirect questions in order to successfully deliver a range of services for customers seeking help with their retirement planning.
  • Business Knowledge – Using your in-depth knowledge of all retirement products and payment services, along with end-to-end processes to deliver an appropriate outcome to the customer such as issuing a quote, issuing a letter or fulfilling the request verbally.
  • Regulation - Ensure all appropriate legislative, regulatory and internal process & procedure knowledge is developed and maintained within the team, identifying, reporting and resolving any breaches and ensuring that the correct DPA checks are undertaken to verify our customers’ identity.
  • Process Improvement – Identify areas of improvement and working with line manager to take action to continually enhance understanding of resource requirements and divisional performance.
  • Complaint Management – manage and resolve customer complaints : identifying complaints, investigating where appropriate and resolving where possible including complex technical queries at point of early resolution, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and take action to continually improvement the customer experience.
  • Project Support - Provide SME support for projects (system, process, regulatory) and deliver business implementation activities such as changes to process and call frameworks within CSS, managing their impact on the customer and the end-to-end process.
  • Recordkeeping – Accurately record workflow on the appropriate system (Eg®) maintaining effectiveness, efficiency and perform quality checking to the prescribed QA framework for the role ensuring accurate management information.
  • Demonstrate good telephone technique and maintain expected standards.
  • Experience of providing an excellent customer service
  • An ability to demonstrate empathy and think like a customer.
  • An ability to adapt communication style to the individual.
  • Keep systems updated correctly to help with producing accurate Management Information (MI).
  • Ability to use Excel effectively for the processes primarily being worked on, Word & Outlook.
  • Build relationships with external and internal customers.
  • A positive approach to query resolution and continuous improvement.
  • Communicate clearly, demonstrating good listening and questioning skills.
  • Maintain a positive and professional approach to customers and colleagues.
  • Demonstrate personal time management and organisation skills to effectively manage daily workload.
  • An ability to capture data on queries in an accurate and timely manner.
  • Demonstrate problem solving techniques and commit effort to overcoming obstacles or escalating as appropriate.
  • An ability to work under pressure.
  • Take ownership and honour promises made.
  • Be flexible and open to the changing requirements of the market and take opportunities to learn new skills.
  • A basic understanding of the Regulatory Bodies including, FCA, HMRC, DWP, FOS and their relevant regulation, including complaints, Data Protection Act, money laundering, liquidation, financial crime, Treating Customers Fairly and the provision of advice and the impact on our processes.

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.

For further information, please contact Rachel.Varney@landg.com

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

With around one million customers, our retail business helps turn customers’ pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.

About L&G

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

About the business area

With around one million customers, our retail business helps turn customers’ pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.