Customer Service Leader in Cardiff

Legal & General (L&G) is a leading UK financial services group and major global investor. We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement. We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

We’re recruiting for a Customer Service Leader to join our Retail Annuities (In Payment Services) team on a 12 month basis. This is a fantastic opportunity to lead a team of colleagues, support their growth, and help shape excellent customer outcomes across both telephony and administrative processes. If you enjoy leading others, driving service improvements and creating a positive, high‑performing team culture, this could be the role for you.

What you’ll be doing:

• Managing and developing a team to support customers making claims, policy changes or complaints
• Contributing to planning and succession discussions to align team activity with business goals
• Collaborating with Customer Service Leaders and Managers to prioritise work and improve processes
• Handling escalations and resolving complex queries and complaints while identifying root causes
• Coaching, training and motivating colleagues to meet objectives linked to quality, behaviour and productivity
• Ensuring compliance with regulatory requirements, identifying risks and documenting controls
• Participating in recruitment, performance processes and representing the team at internal and external meetings
• Managing the team in line with company policies to achieve consistent performance

Qualifications:

• Experience of leading and developing individuals or teams
• Strong communication skills with the ability to build positive working relationships
• Ability to prioritise and manage multiple queries while supporting team performance
• Good commercial awareness and sound judgement in decision‑making
• Understanding of annuity products, customer types and end‑to‑end customer journeys (or willingness to learn)
• Experience working in complex environments and engaging a broad range of stakeholders
• Evidence of continuous professional development
• Ability to contribute to cross‑functional projects and continuous improvement initiatives

Benefits & Additional Information:

• 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
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• 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

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. Empowered through initiatives which support people to develop their careers and excel. 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.