Customer Service Leader – Retail Annuities – United Kingdom
Legal & General (L&G) is a leading UK financial services group and major global investor, safeguarding people’s financial futures since 1836. We aim to support our 12.8 million policyholders and workplace members throughout their lifelong financial journeys.
Job Description
We’re recruiting a Customer Service Leader for our Retail Annuities team. The role requires proven management and leadership experience, a passion for driving performance, developing people, and delivering exceptional customer outcomes.
What you’ll be doing
* Managing and developing a team to deliver excellent customer service across claims, policy changes, and complaints.
* Contributing to business planning and succession planning to align team efforts with departmental goals.
* Collaborating with other leaders and managers to prioritise work and identify process improvements.
* Acting as a point of escalation for complex queries and complaints, investigating and resolving issues.
* Coaching, training and motivating individuals to achieve objectives and maintain high standards.
* Ensuring compliance with financial, regulatory and legislative controls to minimise risk.
* Participating in recruitment, disciplinary processes and remuneration decisions in line with HR practices.
* Deputising for the Customer Service Manager and representing the department at senior meetings.
Qualifications
* Strong experience in managing and developing teams within a customer service environment.
* Proven ability to ensure service level agreements are met and maintained.
* Excellent communication skills, both written and verbal.
* Ability to prioritise and manage multiple queries while maintaining team performance.
* Good commercial awareness and evidence of continuous professional development.
* Experience in coaching and motivating individuals to achieve business objectives.
* Strong interpersonal skills with the ability to influence and build relationships.
* Commitment to acting with integrity and delivering good outcomes for customers.
Benefits
* The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes.
* Generous pension contribution.
* Life assurance.
* Healthcare Plan (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.
* Participation in our electric car scheme, offering employees the option to hire a brand‑new electric car through tax‑efficient salary sacrifice (permanent employees only).
* Discounts on L&G products and at high‑street stores and online shops.
* Workspaces redesigned in 2023 to support collaboration and wellbeing.
Additional Information
At L&G we believe it’s possible to generate positive returns today while helping to build a better future for all. If you join us, you’ll be part of a welcoming, inclusive culture with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing, you’ll be empowered through initiatives that support career development and excellence.
We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options, including part‑time, term‑time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.
It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.
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