Customer Service Consultant - Life Insurance webchat

Job Description

Company Description Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything thats important to them. To better understand our customers and meet their needs, weve brought our protection,retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, were a fast-growing divisionwith big, customer-centered ambitions. Job Description Do you love helping to customers Would you thrive in a role where you are supporting customers all day Are you experienced in the world of customer service If this sounds like you, then look no further! Were recruiting for Customer Service Consultantstosupport our life insurance customers via a live chat service and administrative tasks. This team delivers a first class customer service experience to Life Insurance customers, throughout the life of their policy, building and maintaining customers trust and confidence to maximise customer satisfaction, ease of doing business and opportunitiesto promote self-service and business retention. We are offering a starting salary of £22,050. Following a short period of training in our office, youll then be50% homebased and 50% based from our Cardiff office. The role isfull time Monday to Fridayand thelatest youll finish is 18:00,meaning youll have the weekends off to relax! We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get:

• *Annaul performance related bonus (discretionary and based on performance metrics)
• 25 days holiday, plus bank holidays, 26 days after 2 years service. You can also buy and sell holiday meaning youll have plenty of time to do what you love outside of work.
• Generous pension contribution
• Life assurance x8 of base salary
• Private medical insurance
• Recommend L&G as a great place to work and earn money if someone you know joins us.
• A variety of company share schemes, discounts at a huge range of high street stores and on our own products.
• In 2023 we opened our new Cardiff office, Calon, and put our people at the heart of the incredible £1 billion investment L&G has made in the city. Designed for sustainability, wellbeing and connection, Calon is the perfect place to be if you want to combinean incredible workplace experience with working for a purpose-driven company!

What youll be doing

• Manage all customer contact, in writing, across a range of customer call chats, products and processes, and different business areas if required.
• Pro-actively manage relationships with Customers, Intermediaries and internal departments, especially around key events in either the new business or existing business journey through professional communication, promotional activity including promotionof Self Service, and resolving service issues where possible at first point of contact.
• Manage customer complaints, either those you identify yourself or those referred to you by a colleague or Team Manager, ensuring you take full ownership of the issue, log the complaint correctly on the appropriate database, resolve the complaint to thecustomers satisfaction or refer to the Complaints Team within the regulatory timescales, and provide route cause feedback to your Team Manager.
• Constructively challenge the way we work and be an advocate for change by participating in team meetings, raising ideas with your Team Manager and involvement in project implementation or being a Subject Matter Expert to improve the customer journey orbusiness efficiency.
• Support opportunities to retain business, by understanding fully what a customer is asking for and providing a tailored response
• Protects our customers, people and shareholders by complying with regulatory requirements. Has knowledge and awareness of internal procedures and proactively helps ensure compliance with these within their teams to minimise risks.
• Work with your Team Manager to manage your own personal development to continually improve your skills and knowledge by attending scheduled 121s, coaching sessions and any planned training courses or e-learning modules.

Qualifications

• Customer Service Skills
• Effective communication skills
• Problem solving and decision making skills
• Able to plan and organise their time and workflow

Additional Information The brand with the brolly is choosing today to change tomorrow. Since 1836, weve grown to become one of the worlds largest asset managers, homebuilders, pension providers and insurance brands. Were all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet. We need people who share our ambitions, agility and entrepreneurial spirit to help us do it. At L&G, youll find a balance that helps you be your best. Empowered by hybrid working, were supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time athome for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance. Today, theres over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us Great minds dont have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation. We dont just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression,age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve. We think its important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow. We all work differently, and have different needs, which