At a Glance
- Tasks: Lead reviews of customer journeys and optimise sales processes for better performance.
- Company: Join Legal & General, a top UK financial services company focused on innovation.
- Benefits: Enjoy a hybrid work setup, competitive pay, and opportunities for growth.
- Other info: Inclusive environment with support for all candidates throughout the recruitment process.
- Why this job: Make a real impact by improving customer experiences and driving sales success.
- Qualifications: Experience in contact centre operations and process improvement methodologies required.
The predicted salary is between 45000 - 55000 £ per year.
Contact Centre Sales Performance Manager Location: Cardiff Contract: 3 months Work Setup: Hybrid - 2 days in the office
Who We Are Legal & General is a leading UK financial services company offering insurance, pensions, investments, and retirement solutions, with a focus on innovation and responsible investing.
The company fosters a collaborative, inclusive environment where employees can grow, make an impact, and be rewarded for their contributions.
What You'll Do
- Lead end-to-end reviews of the customer journey from referral receipt to policy completion, mapping processes and identifying pain points that affect conversion and experience.
- Analyse sales workflows, operating models and referral-to-allocation methods to identify inefficiencies, bottlenecks and opportunities to increase conversion and reduce cost per sale.
- Assess referral quality, lead allocation and contact strategies, and recommend optimisation tactics to maximise lead-to-sale conversion and improve agent productivity.
- Review sales performance metrics, management information and productivity measures to identify trends, set targets and inform continuous improvement initiatives.
- Evaluate telephony, CRM and supporting technology usage, recommending changes to drive effective utilisation, improve customer engagement and support regulatory compliance.
- Develop business cases, prioritised implementation plans and measurable success criteria, working collaboratively with operations, compliance, QA and stakeholders to ensure changes are practical and sustainable.
- Benchmark current performance against industry best practice, identify cost-reduction opportunities that preserve customer outcomes and compliance, and deliver actionable recommendations to enhance operational efficiency.
What You Bring
- Experience redesigning operational processes using continuous improvement methodologies (eg Lean, Six Sigma) and delivering measurable improvements in performance and cost per sale.
- Proven track record leading high volume Financial Services contact centre operations, with hands on experience managing non advised sales teams for protection products.
- Direct experience managing teams handling referrals from mortgage or lending channels, preferably within a bank or insurer.
- Deep knowledge of protection insurance products and sales processes, with demonstrable success in improving conversion rates and customer outcomes.
- Strong understanding of FCA requirements, Consumer Duty and conduct risk as they apply to non advised insurance sales.
- Skilled at interpreting MI, dashboards and operational KPIs to identify trends, prioritise actions and drive business improvements.
- Excellent stakeholder management, influencing and change management skills, with proven ability to engage senior leaders and frontline managers.
- Deliverables
You will be expected to deliver
- End-to-end operational review.
- Assessment of current sales effectiveness and conversion performance.
- Gap analysis against industry best practice.
- Recommendations to improve operational efficiency and reduce cost to serve.
- Opportunities to increase protection sales conversion from mortgage referrals.
- Prioritised implementation roadmap with expected commercial benefits.
- Executive presentation summarising findings, recommendations and measurable outcomes.
- Operational Excellence
- Process Mapping & Optimisation
- Telephony Sales Leadership
- Performance Analytics
- Workforce Planning
- Quality Assurance
- Coaching & Performance Management
- Stakeholder Engagement
- Change Management
We are committed to creating an inclusive recruitment experience.
If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help.
Please feel free to contact us at adjustments@robertwalters. com to discuss how we can support you.
This position is being recruited on behalf of our client through our Outsourcing service line.
We welcome applications from all candidates and are committed to providing equal opportunities.
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Contact Centre Sales Performance Manager in Cardiff employer: Legal & General
At L&G, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within our Global Financial Institutions team. With generous benefits including performance-related bonuses, a robust healthcare plan, and a commitment to sustainability, we empower our employees to thrive both personally and professionally. Join us in a supportive environment where your contributions are valued, and you can grow your career while making a positive impact in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Sales Performance Manager in Cardiff
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like Legal & General.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like Legal & General might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Contact Centre Sales Performance Manager in Cardiff
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at Legal & General will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at Legal & General. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give Legal & General confidence in your short-term commitment to the role.
How to prepare for a job interview at Legal & General
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with Legal & General.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure Legal & General that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
