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This is a telephony based role within our Legal & General Home Finance Team. We are looking for individuals that are able to build rapport quickly, ensure full understanding, identify vulnerable indicators and treat customers with empathy, professionalism and understanding. Time management is also important as you need to be able to deliver on promises made to customers.

This is a permanent role, working 35 hours per week, during the telephony open hours (currently 8:30-17:30). What's more, there is no weekend work, as you will only work Monday to Friday (2 days at the office and 3 days at home)!

The role holder will provide an accurate, compliant and timely service and carry out more complex customer transactions, complaint responses, and data analysis.

The role holder will keep up to date with all compliance rules and requirements including data protection, money laundering, breaches, complaints and controls, conduct of business and treating customers fairly.

Our Customer Service teams are made up of professionals from different backgrounds including call centre, retail, hospitality, and sales.

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get:

• Your hard work is rewarded through our company bonus scheme. This is typically between 5-10% of your salary. As your skillset grows, it’s possible your earning potential will too.
• £750 cost of living payment to be paid July 2023
• 25 days holiday (excluding bank holidays). You can also buy and sell holiday.
• We give colleagues a 5% company pension contribution, plus match up to a further 5% of your personal contribution.
• Life assurance x8 of your annual salary.
• Free individual private medical insurance. You can also add your dependants on for a small cost.
• Recommend L&G as a great place to work and earn £500-£3500 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.
• We strongly believe in supporting our employees’ chosen charities, so we'll match money that you raise up to £5000.

What you'll be doing

• To provide a world class level of service that ensures our customers' expectations are met. The service provided will include sensitive and complex situations, which will need to be handled with empathy and sympathy.
• To accurately and effectively administer mortgage business to ensure we operate within our agreed service levels to fulfil both contractual and departmental requirements.
• Maintain relationships with internal and external customers, which include policyholders, scheme members and legislative bodies.
• To collate and analyse all relevant information and to make informed decisions, which may include reference to the Line Manager, to protect all interested parties from fraudulent acts by conducting all transactions within approved financial limits and guidelines
• Use appropriate customer feedback and data to improve working practices and highlight opportunities for improvement to the customer experience, and deliver appropriate solutions
• To proactively identify changes in rules/requirements including Data Protection, Money Laundering, Breaches, Complaints and Controls and own the changes required to integrate these changes into business as usual. At this level, you will be required to be able to interpret all relevant products and policy to ensure complex processes undertaken are carried out competently and meet our customers' varying needs
• To take ownership of your own development, ensuring the development of skills and knowledge, whilst undertaking training opportunities. You will keep up to date with legislative and industry requirements and mentor more junior members of the team.

What we're looking for

Qualifications/Skills:

• Minimum 5 GCSEs at grade C or above
• Good attention to detail
• Computer literate in Microsoft office
• Able to work well within a team environment
• Strong verbal and written skills

Knowledge:

• Previous experience in financial services preferred

Experience:

• Experience of working with direct customer interaction: either face to face or by phone

Benefits

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

About L&G

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands.

We’re 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, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re 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 at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s 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?

About the business area

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 that’s important to them. To better understand our customers and meet their needs, we’ve 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, we’re a fast-growing division with big, customer-centered ambitions.

Our commitments to you

Great minds don’t 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 don’t 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 it’s 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 is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.

How to find out more

If this opportunity excites you but you’re not sure you meet all the requirements, or you’d like to know a bit more, please contact Claire Williams at [email protected] (LinkedIn profile: https://www.linkedin.com/in/claire-lamnea-williams-12164210b/).

If you’d like to be considered for this role, please submit your application through our careers website as we’re not accepting email applications.