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Job description

    Company Info

    Working here is about being there for our customers; we're available should the worst happen and we work together to enable social and financial equality across the UK. But it's also about you -how you develop and what you can achieve. We'll help your talent thrive in an environment where you'll be supported to work flexibly and autonomously, sharing in our success and rewarded for a great performance with a generous benefits package.

    Department Info

    At Legal & General Retail Retirement we want to help people have a more colourful retirement. Under the umbrella of our trusted brand we want to explain to people how their property equity could help support them in their later years. We have set up Legal & General Financial Advice (LGFA) to give people greater access to good quality advice about lifetime mortgages.

    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

    This role will drive and develop operational excellence for LGFA ensuring the customer experience is the very best it can be. It will include continuous development of the CSAs to ensure the education and information transfer to our customers remains engaging; appropriate and timely. Systems and processes will be developed to ensure the journey remains customer centric and efficient. Analysis of BI; customer feedback; quality assurance utilised to manage and drive change agenda. It will promote the service we can provide to our trusted affinity partners

    Principal accountabilities:

    1. Operational customer experience champion for LGFA. This will include but is not limited to:

    Day to day monitoring of CSA calls to develop the delivery of information/ education and data transfer in a customer centric, transparent and engaging way. Develop CSAs to deliver customer advocacy through building strong and trusted relationships by demonstrating all customer contact is valued and the right customer understanding/outcomes are achieved and aligned to regulatory requirements and L&Gs Treating Customers Fairly Policy

    Ensure that appropriate CSA quality is achieved, ensuring the agreed controls and standards are being adhered to in accordance with all Group Policies and CSAs do not give advice.

    Ensuring all operational systems; artefacts are continuously developed to promote customer understanding and engagement.

    Providing escalation for vulnerable customers and/or operational service complaints ensuring these are resolved efficiently

    Developed analysis of customer feedback; BI, business KPIs to identify change to drive development of customer journey/systems. Able to articulate appropriate business case and measure benefit opportunity/realisation.

    2. Working with Marketing to drive the operational lead nurture and customer contact strategies to deliver customer advocacy leading to improved opportunities.

    3. Providing operational SME knowledge for projects (internal and external to LGFA)

    4.Collaborating with stakeholders in the wider business to share experiences to aid and promote continuous improvement of the holistic L & G customer experience. Most specifically this would be with L&G Home Finance, Business Development and Marketing.

    5.Developing Customer Experience monthly report pack and delivery against defined KPIs

    6.Collaborating with Group shareware to ensure LGFA's benefits from systems, tools & processes available.

    7.Treating Customers Fairly (TCF) - Ensure that the principles of Conduct Risk are embedded into your day to day operations to deliver good customer outcomes at all times. Ensure that all business processes and internal controls within your role are designed and performed in a way that delivers good customer outcomes and demonstrates effective management of Conduct Risk.

    8.To take the lead in all matters with regard to the management of employees, ensuring that management discretion is used in a consistent manner and that the area follows the Group's policies and procedures including the Partnership Agreement to maximise business performance.

    Skills Required

    Qualifications, knowledge and skills:


    Qualified to provide advice on Lifetime Mortgages by having the following qualifications or equivalent:- R01 Regulation & Ethics, CF6 Mortgage Advice, ER1 Equity Release. Full Diploma in financial planning or wider product specific advice qualifications is a distinct advantage.


    Analytics - Demonstrated ability to analyse large quantities of data to extract business critical intelligence

    Technical - Must have advice technical expertise and be able to translate this to developing the team and customer experience

    Communicating & Influencing - Adaptable communication style to develop team and able to confidently influence from experience and knowledge

    Customer Orientation - Primary focus on customer experience


    A seasoned leader or coach with a strong track record in continuous improvement


    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, 30 days' holiday, private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, as well as a 12% car allowance scheme, your hard work will be rewarded when you join us.

Job Sector
Customer Service
Job Position
Customer Service Advisor
Solihull, UK Show on map
Post date
Closing date

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