Team Manager in Cardiff

Company Description

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.

Who we are

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement. We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. 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.

Job Description

We’re recruiting for a Customer Service Team Manager to join us. We’re offering a competitive base salary, dependant on experience, and a discretionary bonus scheme. Your role is crucial in supporting us in working as one Legal & General Retail team that takes pride in what we do and puts our colleagues, customers and clients at the heart of everything. You’ll have passion for directing and developing your team to be the best they can be. You’ll provide inspiring leadership that promotes a high performance culture where we deliver an outstanding service to colleagues, customers and clients.

What you'll be doing:

• Create a high performing team through inspiring leadership and direction.
• Understand your team, their strengths, development areas and responsibilities so you can identify solutions to continuously improve.
• Be passionate about your team’s engagement, making sure you understand their views and opinions and take accountability and action to make improvements whilst suitably rewarding and recognising to encourage the right behaviours and actions.
• Manage your team in line with Legal & General’s policies and procedures, including the Partnership Agreement, so that an open and honest culture and environment is created where people feel confident to be themselves and share their views and ideas.
• Walk the talk and act as a role model by fully understanding your team’s role and responsibilities. Challenge processes and empower your team to do the same and drive continual improvements to improve the Customer and Client experience, meet performance targets and reduce costs.
• Proactively manage the team around the flow of work, utilising and analysing management information on service, customer satisfaction, individual capability, customer processes and costs, so that the team work effectively and efficiently, and a cost effective quality service is delivered to the customer, with prompt resolution of issues and required change.
• Support your team by overseeing quality checks, complaint handling, breach reporting, escalation and resolution and to ensure and your team completes is of a high standard and compliant. Identifying development areas so you can implement solutions to minimise errors, rework or a negative impact to our colleagues, customers or clients, whilst having a full awareness of the risk associated with your team’s role and responsibilities and how you can control it.
• Follow procedures and use management information to manage operational and people risks, and ensure compliance with legal and other regulatory requirements (e.g. fair customer treatment, data protection, fraud/money laundering, communication/financial promotion standards, breach reporting, complaint identification and actions from internal audits).
• Actively manage your own development in order to maximise your own potential and contribution to the area. You will also be required occasionally to deputise for the Customer Service Manager in their absence, and/or represent your area at forums, project meetings and working parties, judging what you can take responsibility for, and make confident and competent decisions for the good of your team, the wider business and our Customers and Clients.

Who we're looking for:

• Demonstrates strong communication skills, both verbal and written, with the ability to convey information clearly and effectively to a range of audiences.
• Proven ability to develop both self and team members through coaching, while building and maintaining effective working relationships and contributing to peer development.
• Highly organised, with the ability to plan and manage personal and team workloads, adapting quickly to changing priorities.
• Experienced in performance management, providing constructive feedback and driving continuous improvement.
• Ability to motivate and inspire others to achieve results and meet organisational objectives.
• Skilled at positively influencing stakeholders at all levels to support decision-making and drive outcomes.
• Takes ownership of customer and client issues, resolving them efficiently and fairly while protecting business interests and maintaining high standards under pressure.
• Confident decision-maker, able to assess risks and use available information to make well-informed, timely decisions.

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• 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 many discounts we offer – both for our own products and at a range of high street stores and online.
• We’re creating net-zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in-person experience.

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. 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.