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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 or age.


    Job Duties

    • Customer Service - receive and complete work items such as handling customer queries in writing and by phone (including case progress updates and customer details updates) and processing new business applications and death claims from customers within agreed Service Levels, taking every opportunity to delight the customer and ensuring the r...

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  • Customer Service - receive and complete work items such as handling customer queries in writing and by phone (including case progress updates and customer details updates) and processing new business applications and death claims from customers within agreed Service Levels, taking every opportunity to delight the customer and ensuring the right outcome is achieved aligned to CSS quality standards, regulatory requirements and L&G's treating customers fairly policies.
  • Operational Delivery - assess received customer documents (such as new business applications and death claims) ensuring all minimum information requirements have been met, acting immediately on any outstanding information to ensure this is obtained from the relevant parties within agreed timescales and quality standards.
  • Regulation - Ensure all appropriate legislative, regulatory and internal process & procedure knowledge is developed and maintained, identifying and escalating any breaches and ensuring that the correct DPA checks are undertaken to verify our customers' identity.
  • Complaint Management - maintain an up to date knowledge of complaints procedures: identifying complaints, investigating where appropriate and resolving where possible, ensuring any complaints dealt with are logged correctly.
  • Recordkeeping - Accurately record workflow on the appropriate system (Eg®) maintaining effectiveness, efficiency and perform quality checking according to the prescribed QA framework for the role ensuring accurate management information.
  • Process Improvement - Share information and ideas, working with your team to improve the method of working to improve individual and team capability and capacity.


Skills Required

  • Good attention to detail
  • Previous Administration experience desirable
  • Ability to work at speed and with accuracy
  • Adaptable to change
  • Good phone manner
  • Be flexible and open to the changing requirements of the market and take opportunities to learn new skills.
  • IT Literate
  • Takes ownership of work and has ability to prioritise
  • Works well as part of a team
  • Strong Customer focus
  • Achieve accuracy rates set within the parameters of the processes being worked on and any quality assurance processes


Benefits

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
Customer Service
Job Position
Customer Service Advisor
Salary
£16,000.00 - £18,500.00 / year
City/Town
Cardiff
Address
Cardiff, UK Show on map
Post date
Closing date

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