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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

    At Legal & General Insurance we look after our customers throughout life, death and everything in between so that you know that everything that's important to you is protected. With over 180 years' experience in providing Insurance policies, our customers trust us to be there and to do the right thing.

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

    Job Duties

    • Understand the holistic, medium to long term, requirements of the business and interpret these into meaningful business plans to support stakeholders in decision the making process
    • Develop, build, run and maintain systems and processes to gather information about all workload volumes
    • Build and maintain relationships w...

Before you apply, we encourage you to learn more about Legal & General

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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  • Build and maintain relationships with stakeholders across the business
  • Supporting the company in achieving its customer, service and financial objectives
  • Manage multiple workloads across site and business functions
  • Deliver automation, standardisation and best practice across the team
  • Liaising with heads, SDMs, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and best practice
  • Analyse complex data to provide strategic insight
  • Coordinating staff recruitment and training
  • Forecasting and analysing data against budget figures on a weekly and/or monthly basis
  • Support and cover Operational Planning manager in BAU activities such as co-ordinating team and workload, liasing with stakeholders, etc.
  • Develop the teams skill set to adhere to the strategic roadmap
  • FTE tracking and data accuracy (across Planning, Finance and HR)
  • Create business cases/plans based on data to advise stakeholders how to achieve business goals
  • Understand and enhance telephony (VR & Call routing)
  • Actively participate in the achievement of the Operational Planning mission statement: 'Foster an efficient environment where engaged people deliver superior service

Skills Required

  • Long term capacity planning experience
  • Forecasting techniques - Be able to 'manual' forecast (using advanced excel and Erlang models); the ability to model forecasts derived from historic data and statistics generated from disparate operating platforms (WFM, ACD, CRM etc) is essential
  • Customer Contact Channels - Understanding of load balancing and blending of contact center resource across front and back office business functions
  • Technology / Systems - An expert in Contact Centre technologies e.g. IEX, CMS, Avaya, EG, Call routing, ACD functionality, reporting etc.
  • PC skills - Advanced excel, power point and Access usage.
  • Communication - Effective, concise and professional communication and presentation skills. Ability to tailor complex information to the appropriate level for an audience in order to gain buy in to proposals or concepts
  • Logical / methodical approach - Analytical and logical thinker with the ability to apply creative solutions to achieve a desired outcome
  • Customer Focus - Ensure that the customer journeys are understood and options are provided to the Contact Centre Management team to continually enhance the customer experience
  • Attention to Detail - Strong attention to detail and technical proficiency in extracting prerequisite date from disparate internal systems

Shift patterns: There will be a requirement for you to work occasional Saturdays 9am-1:30pm ( approx. 1 in 10 ) and occasional 6:30pm finishes.


Our view is that this role is suitable for agile working. This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customer and personal needs. For this role, you would be based in Cardiff or Hove location, but you could work in other Legal and General offices or at home, as necessary, provided this meets business needs. Details of agile working will be discussed during the interview process.

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, 22 days' (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, 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 further information, please contact Rachel.Varney@landg.com

Job Sector
Financial Services
Job Position
£24,000.00 - £35,000.00 / year
Cardiff, UK Show on map
Post date
Closing date

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