Company Description

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions. 

Job Description

You’ll be the first point of contact for our pension customers and clients in the Own Trust Servicing Team. You’ll use your knowledge, insight and experience of pensions to provide an outstanding service to all colleagues, customers and clients. You’ll be helping us become the long term savings partner of choice for all of our customers and clients.

• Deliver an outstanding customer service to our customers and clients by making sure you identify the customers’ needs and assess their expectations,   respond accurately and with the best solution for them, owning customer escalations to ensure their positive experience.  Whilst making sure their enquiry has been answered, seeking feedback on how you could improve and share best practice with your colleagues. 
• Proactively spot patterns in the hopes or frustrations of our customers and clients, seeing where we can change our processes, tools or products to improve their experience. Where applicable   seek support of colleagues to develop solutions to customer service issues
• Use your training, knowledge, skills and provided guidance material to follow processes and use systems to give our customers and clients a positive experience whilst keeping us safe and compliant with our regulators. 
• Provide customers with a first class experience every time in order to Treat Customers Fairly and promote customer satisfaction.  Analyse customer feedback and significantly improve the customer service by demonstrating role model behaviour  
• Collaborate with your colleagues and put your colleagues, customers and clients at the heart of everything we do. 
• When things go wrong put things right, find out what happened and what can be done to stop it from happening again, logging the incident, identify trends and share your findings, solutions and reasons with your colleagues. 
• Understand and adhere to pension and internal compliance regulations and in the identification of regulatory and financial risks, breaches and complaints. Ensure you operate in a compliant manner regarding suspicious transactions and all incidents are logged and reported in a timely manner
• Take responsibility for your own development and ensure that you keep your pension knowledge and industry awareness current and relevant.

Qualifications

• Desirable, not essential - Experience within transfers business areas.
• To be achieved within 2 years:  Institute of Customer Service, Communications Qualification
• Ability to consistently deliver high quality work for our customers and clients
• Building a positive relationship with the colleagues, customer and clients
• Be able to manage customers service when things go wrong and identify solutions to recurring customer service issues, proposing solutions to those who can act upon it
• Demonstrate excellent listening and questioning techniques
• Manage customer/client expectations when you’re unable to meet their expectations
• Suggest options and agree the way forward with the customer or client
• Keep customers/clients informed at all stages
• Be able to record and report customer information, including feedback
• Knowledge of our systems and procedures
• Knowledge of the claims and benefits available
• Use technical knowledge and understanding of customer and client profile to provide an excellent customer experience
• Knowledge of the industry and Pension environment
• Support complaint resolution and recovery by investigating issues quickly and effectively
• Understand the quality framework, measures and controls
• Knowledge of the aims, basic features of our products and fund range
• Demonstrate an understanding of the Pension Tax regime
• Be able to team work, build trust and respect with others, sharing best practice and ideas.
• Be able to build relationships with other teams and individuals
• Adherence to all regulatory requirements including DPA, GDPR KYC, Complaint Handling and role of the FCA
• Customer Service experience is essential including experience of Vulnerable Customers and the handling of customer complaints
• Good knowledge of pensions legislation and the regulatory framework

Additional Information

• Hybrid based role which is one day in the office and 4 days at home
• Salary for the role is £23000-£25000 dependant on experience

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.