Company Description

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers - all helping people to plan for the unexpected. We support home buying through our Mortgage Club - the UK’s largest - and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers.

Recruiter: Abbie Burridge,

Closing Date: 02.12.24

Job Description

We’re recruiting for a Customer Service Team Manager to join us. We’re offering a competitive base salary, dependant on experience, and a discretionary bonus scheme.

Your role is crucial in supporting us in working as one Legal & General Retail team that takes pride in what we do and puts our colleagues, customers and clients at the heart of everything. You’ll have passion for directing and developing your team to be the best they can be. You’ll provide inspiring leadership that promotes a high performance culture where we deliver an outstanding service to colleagues, customers and clients. What you’ll be doing: *Create a high performing team through inspiring leadership and direction. Understand your team, their strengths, development areas and responsibilities so you can identify solutions to continuously improve
*Be passionate about your team’s engagement, making sure you understand their views and opinions and take accountability and action to make improvements whilst suitably rewarding and recognising to encourage the right behaviours and actions
*Manage your team in line with Legal & General’s policies and procedures, including the Partnership Agreement, so that an open and honest culture and environment is created where people feel confident to be themselves and share their views and ideas
*Walk the talk and act as a role model by fully understanding your team’s role and responsibilities. Challenge processes and empower your team to do the same and drive continual improvements to improve the Customer and Client experience, meet performance targets and reduce costs
*Proactively manage the team around the flow of work, utilising and analysing management information on service, customer satisfaction, individual capability, customer processes and costs, so that the team work effectively and efficiently, and a cost effective quality service is delivered to the customer, with prompt resolution of issues and required change
*Support your team by overseeing quality checks, complaint handling, breach reporting, escalation and resolution and to ensure and your team completes is of a high standard and compliant. Identifying development areas so you can implement solutions to minimise errors, rework or a negative impact to our colleagues, customers or clients, whilst having a full awareness of the risk associated with your team’s role and responsibilities and how you can control it
*Follow procedures and use management information to manage operational and people risks, and ensure compliance with legal and other regulatory requirements (e.g. fair customer treatment, data protection, fraud/money laundering, communication/financial promotion standards, breach reporting, complaint identification and actions from internal audits)
*Actively manage your own development in order to maximise your own potential and contribution to the area. You will also be required occasionally to deputise for the Customer Service Manager in their absence, and/or represent your area at forums, project meetings and working parties, judging what you can take responsibility for, and make confident and competent decisions for the good of your team, the wider business and our Customers and Clients
Qualifications

What we’re looking for: *Proven ability to communicate effectively, both verbally and in writing
*Proven ability to develop (including coaching) self and team and ability to build and maintain relationships, including proven ability to contribute to peer group development
*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
*Proven ability to positively influence at different levels
*Proven ability to own customer and client problems and resolve issues quickly in a way that treats customers fairly and protects the business with the ability to work under pressure whilst maintaining standards
*Proven ability to confidently make decisions based on evaluations of risks and using all available information
Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: *The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
*Generous pension contribution
*Life assurance
*Private medical insurance (permanent employees only)
*At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
*Competitive family leave
*Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice
*There are the many discounts we offer - both for our own products and at a range of high street stores and online
*In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart
Additional Information

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, wi