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-centred ambitions.

Job Description

We are looking for someone to join our Customer Relationship team in Solihull, with a starting salary of £27,500. This is a hybrid role where you’ll work 3 days from home and 2 days at our Solihull office, Monday-Friday 9-5.

You will be responsible for the day-to-day handling of complaints and feedback, including the delivery of Root Cause Analysis (RCA) to both Legal & General Home Finance business areas and business partners. You will ensure that complaints are handled impartially, fairly, accurately and clearly and where possible over the telephone.

The role requires you to deal with a variety of customer complaints, received through multiple channels, ensuring they are handled in accordance with Legal & General's Home Finance Internal Complaint Handling Procedure as well as adhering to the FCA regulations under the Dispute Complaint Handling Guidelines.

What you'll be doing:

• Resolve and manage multiple complaint cases swiftly, accurately and effectively with strong attention to detail, whilst following LGHF policy and appropriate regulations.
• Interaction with both customers and third parties with verbal and written communication, to resolve customer complaints.
• Engage with other business areas when information is required to investigate complaints.
• Have a working knowledge of the third-party complaints process. Refer all third-party complaints in a timely manner (including advisers, solicitors and valuers) and ensure customers are kept informed of the referral process.
• Take a consistent and fair approach to calculating redress and compensation, ensuring that mandate levels are adhered to.
• Be a complaint champion. Continue to build relationships with the wider LGHF business, have the tools and training to understand what a complaint is and ensure where possible that complaints are identified and escalated to the Complaints inbox.
• Adhere to accurate, clear and concise record keeping ensuring that MI is effectively captured for monitoring and improvement purposes
• Assist with the analysis of complaint data and understand the root cause of the complaint. Be a champion for change and continuous improvement with LGHF’s stakeholders where possible to improve processes and documentation to reduce complaints and improve customer experience.
• Adhere to the FCA’s complaint handling framework, keeping up to date in complaint handling legislation and ensure current best practice is adopted in LGHF’s complaint handling procedures.
• Provide regular updates to the Customer Relations Manager regarding noticed trends or notable complaints. Where required, deputise for the Customer Relations Manager.

Qualifications

•  Excellent written and verbal communication skills with experience of adapting your style and approach to the audience.
• Confidence to make decisions often under pressure and exercise judgment using your initiative.
• Analytical skills to investigate complex cases, working with other areas of the business to assess information.
• The ability to create good working relationships, a good team player, contributing ideas and putting team objectives first.
• Understanding of the FCA’s regulatory framework for handling complaints, namely a prior knowledge of the DISP rules and Consumer Duty.
• Previous complaints management experience working in a financial services environment is essential

Additional Information

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.