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Job description

    Company Info

    We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that's thanks to the talented and dedicated people who work with us. For us, 'social responsibility' is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you'll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

    Department Info

    With around one million customers, our retail business helps turn customers' pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.

    We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

    Job Duties

    Provide support to Brokers and Intermediaries by providing quotes, portal support, escalations, and quote follow up within agreed service levels, ensuring the right outcome is achieved aligned to quality standards, regulatory requirements and L & G's treating customers fairly policies.

    To assess, document, and make appropriate suggestions for enhanced annuity applications in line with prevailing underwriting philosophy at any given time. Ensure that all appropriate cases passed for countersignature by colleagues in the medical underwriting team.

    Chase the return of applications arising from quotes and actively seek to optimise conversion of quotes to applications, handling any queries with Under-Writing teams in a collaborative manner.

    Actively work with Brokers and Intermediaries, Telephone Account Managers and the customer services team to continuously improve the service experience, seeking to reduce customer effort and improve efficiency, proactively feeding back to Product and Distribution management any insight gained in respect of market trends and competition in order to maximise business opportunities.

    Support Brokers and Intermediaries by using your in-depth knowledge of all retirement products along with end-to-end processes to deliver an appropriate outcome such as issuing a quote, issuing a letter or fulfilling the request verbally.

    Ensure all appropriate legislative, regulatory and internal process and procedure knowledge is developed and maintained identifying, reporting and resolving any breaches and ensuring that the correct identity checks are undertaken to verify the caller.

    Manage and resolve customer complaints: identifying complaints, investigating where appropriate and resolving where possible including complex technical queries at point of early resolution, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and take action to continually improve the customer experience.

    Accurately record activity and output using the appropriate system (CRM) to enable the appropriate quality checking to the prescribed QA framework for the role ensuring accurate management information.

    Demonstrate a commitment to personal development by implementing your personal development plan, to maximise your own potential and contribute to LGR RI, acting as a positive role model to others by consistently demonstrating the desired behaviours and principles, whilst maintaining an expert knowledge of products, systems and legislative/regulatory requirements.

    To be a positive role model to others by consistently demonstrating the desired behaviours and principles, whilst maintaining an expert knowledge of products.

    Skills Required

    To be succesfull in this role, you will have:
    • Previous experience working in a Telesales / customer service environment and the mechanics through which work is completed desirable
    • The ability and confidence to influence the process to achieve consistently high outcomes.
    • Previous experience working to deadlines
    • Excellent written and verbal communication
    • The ability to prioritise, take full ownership of given tasks and responsibilities


    Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday, private medical insurance, discretionary performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

    For more information, please contact Rachel.Varney@landg.com

Job Sector
General Insurance
Job Position
Estimated Salary
Cardiff, UK Show on map
Post date
Closing date

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