Customer Resolution Officer - 12 month Fixed Term Contract in London

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.

As part of the wider L&G Group, our heritage goes back over 180 years, with a solid reputation as one of the leading financial services groups. We are pioneering institutional investment into the housing sector, whilst providing excellent service and quality homes. Focusing primarily on the Shared Ownership and affordable rent markets, we strive to be the UK’s leading private affordable housing provider, known for excellent service and quality homes.

Job Description

We’re looking for a customer-focused individual to join our Customer Resolution team within Legal & General Affordable Homes. In this role, you’ll play an important part in supporting residents by resolving concerns and complaints with care, fairness and professionalism. You’ll be responsible for managing a varied caseload of complex issues, ensuring each case is handled thoroughly and sensitively. Working collaboratively with colleagues and stakeholders, you’ll help improve services by identifying trends, sharing insights and contributing to continuous improvement.

What you’ll be doing:

• Acting as the main point of contact for residents raising concerns or complaints
• Investigating complaints thoroughly, gathering evidence and analysing information
• Communicating clearly with customers and stakeholders, keeping them updated on progress and outcomes
• Managing a caseload of complaints and escalated issues, including complex cases
• Working collaboratively with internal teams to resolve issues and improve service delivery
• Developing and implementing action plans to address service failures
• Supporting improvements to policies and processes to enhance the customer experience
• Ensuring compliance with relevant regulations, policies and Consumer Duty requirements

Who we’re looking for:

• Experience in complaint handling, dispute resolution or a similar customer service role, with previous housing management experience
• Strong communication, interpersonal and negotiation skills, with the ability to handle sensitive situations professionally
• Confidence in managing complex cases with attention to detail and sound judgement
• A proactive and solution-focused approach to problem solving
• Ability to work both independently and collaboratively within a team
• Strong organisational skills, record keeping and ability to manage multiple priorities
• Experience using Microsoft Office and case management systems
• Understanding of housing, property management or related issues and knowledge of the Housing Ombudsman code is desirable

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. 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

Qualifications 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.