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 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-centred ambitions.

Job Description

We are looking for someone to join our Retail Annuities team as a Complaints Consultant, on a permanent basis.

You will own and manage complaints, achieving the right customer outcome and identify opportunities for continual improvement throughout Customer Service. You will deliver this within the regulatory framework prescribed by the Industry Regulator and internal compliance/business standards.

We are looking for someone with excellent written and communication skills, and a thorough understanding of the key customer service processes (New Business, Payments and Bereavements)

If you have experience and knowledge of how to investigate and respond to regulated and non-regulated complaints within the annuities environment and across Consumer Duty,  then please apply as this may be the role for you!

What you'll be doing:

• Deliver processes and systems to ensure that complaints are fully investigated and reach a good and compliant outcome in accordance with regulation and ensuring that communication is aligned to L&G’s customer experience and Treating Customers Fairly policy
• Communicate with customers clearly and in a timely manner to enable them to access the complaints process easily and understand how complaints will be dealt with, the decision reached and the options after the complaint has been concluded
• Maintain a robust audit trail of the complaint investigation, justification for the decision, and customer contact to be able to provide this evidence to the FOS as required under legislation
• Deliver a process for the classification of complaints so that root cause analysis can be produced, analysed and acted upon and highlight ideas and recommendations for improving products or processes
• To ensure offers of redress, compensation and Trouble and Upset are in line with internal standards and FOS guidelines
• Take responsibility for queries and referrals into the team ensuring that all necessary information is gathered so that an accurate response can be given promptly
• Develop and maintain product, process and regulatory knowledge in relation to the retirement business. Identify and share best practice from other areas to improve service.

Qualifications

• LPC desirable

Product knowledge:

• Excellent knowledge of Retirement products sold and administered by L&G.

Process:

• Thorough understanding of complaint handling processes and procedures
• Thorough understanding of the key customer service processes (New Business, In Payments and Bereavements)
• Complaint identification and hand off procedures
• Breach procedures
• Complaint investigation (annuities)
• Effective organisation of file content
• Excellent written and communication
• Identification and recording of root causes data.

Additional Information

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?

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.