Customer Contact Team Manager

We have an exciting opportunity for a Customer Contact Team Manager in our Cardiff office. The successful candidate will join a new team being created within our Workplace Pensions operation. 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. LGIM manages fixed income, equity, multi-asset, liability-driven investment, property and alternative solutions on behalf of its clients. Located across the globe, our clients include institutional pension funds, financial institutions, local authorities and sovereign wealth funds. In order to meet the complex and evolving investment needs of our clients, we focus on remaining at the forefront of investment product innovation and maintaining our reputation as experts across all asset classes. 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: Provide inspirational leadership and management on an individual and team basis, through developing, coaching, empowering people and addressing performance issues so that individuals, and the team overall can consistently meet and exceed quality, quantity and service objectives Deliver a consistent and fair service to all customers, ensuring that customer processes are reviewed regularly and that the root cause of customer problems are resolved to ensure a positive customer outcome, thereby reducing process failures and ensuring controls are proportionate to the risk posed. Proactively manage the team around the flow of work, utilising and analysing management information on service, customer satisfaction, individual capability, customer processes and costs, so that the team work effectively and efficiently, and a cost effective quality service is delivered to the customer, with prompt resolution of issues and required change Actively manage your own development in order to maximise your own potential and contribution to the Workplace DC pensions area, gaining and maintaining competent status as an Overseer, in a programme of continuing professional development at all times Follow procedures and use management information to manage operational and people risks through OneSumX, and ensure compliance with legal and other regulatory requirements (e.g. fair customer treatment, data protection, fraud/money laundering, communication/financial promotion standards, breach reporting, complaint identification and actions from internal audits). Manage the team in accordance with the Company’s policies and procedures, including the partnership Agreement, so that the team’s business objectives are achieved consistently Deputise for the customer service manager in their absence, judging what you can take responsibility for, and on their behalf make confident and competent decisions on these to ensure that customer servicing continues unhindered. Develop and maintain active working relationships with all stakeholders, to facilitate informed development of the team and function. Represent the area and use opportunities to truly promote the department as a centre of excellence. Challenge processes and drive continual improvements to meet performance targets and produce robust management information. Qualifications: This is an Overseer role as defined by the FCA Training & Competence rules and guidance. The jobholder would be expected to attain and maintain competence; this will include the passing of appropriate professional qualifications and undertaking continuous professional development. Competence must be gained within a maximum of 2 year of commencing the role. Certificate in Financial Planning Paper 1 & Financial Administration Paper 1 Life Administration or Paper 2 Pension Office Administration Investment Operations Certificate (IOC) where applicable. Certificate in Financial Planning - paper 2 desirable Skills Previous Team Management experience Experience of managing within a Customer Facing environment Experience of Demand Analysis Ability to respond quickly to the changing needs of our client base Previous experience within a customer facing payments area would be desirable ( e.g settlements / claims) Ability to coach and develop a team within a transformational environment Pensions knowledge would be desirable but not essential Markets: Excellent knowledge of key customer events, competitors and market conditions and how they impact the area. Regulatory: Understands the impact of regulatory issues, complies with them, and addresses any concerns around processes. Understands the requirements and ongoing management of CF30 staff. Understand the department business resumption plans and the ability to implement as necessary Good working knowledge of Financial Services sector and environment 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, 25 days’ holiday, private medical insurance, 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. Working hours are Monday to Friday ( covering 8am to 6pm as part of a 35 hour working week ) This role sits within Workplace Pensions