Legal & General (L&G) is a leading UK financial services group and major global investor.
We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.
We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.
Job Description
We’re looking for a Customer Service Leader to join our Bereavements team, where you’ll play a vital role in supporting customers during some of the most difficult moments in their lives. You’ll lead, coach and inspire a compassionate team, ensuring every interaction is handled with care, empathy and professionalism, while continuing to deliver positive and fair customer outcomes.
This is a hybrid opportunity for someone who is passionate about people leadership and customer experience, with a strong focus on continuous improvement and delivering fair and positive outcomes. You’ll work in a collaborative environment, helping to shape team performance, enhance customer journeys and contribute to broader business objectives.
We’re offering a competitive base salary, starting from £34,500 depending on experience.
What you’ll be doing
- Leading, motivating and developing a team to deliver excellent customer outcomes and achieve business goals
- Supporting team members through coaching, feedback and development planning to enhance capability and performance
- Monitoring service levels and managing resources effectively to meet customer demand and work priorities
- Identifying opportunities for continuous improvement in processes, systems and customer service delivery
- Managing complex queries and complaints, investigating issues and driving fair and timely resolution
- Collaborating with colleagues and stakeholders to prioritise work and improve operational efficiency
- Managing risk and ensuring compliance with regulatory, financial and legislative requirements
- Contributing to recruitment, performance management and team engagement activities
Who we’re looking for
- Experience of leading or supporting teams within a customer‑focused environment
- Strong communication skills with the ability to engage, influence and build relationships
- Ability to coach and develop others, supporting both performance and career growth
- Proven organisational skills with the ability to prioritise workloads and manage competing demands
- Good analytical and problem‑solving capabilities, with a focus on delivering solutions
- Understanding of customer needs and a commitment to delivering fair and positive outcomes
- Adaptability and willingness to embrace change in a fast‑paced environment
- Awareness of risk, controls and regulatory responsibilities within a financial services setting
Benefits
- The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
- Generous pension contribution
- Life assurance
- Healthcare plan (permanent employees only)
- At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. The option to buy and sell holiday is available
- Competitive family leave
- Participation in our electric car scheme, providing the option for employees to hire a brand‑new electric car through tax‑efficient salary sacrifice (permanent employees only)
- Various discounts for our own products and a range of high‑street stores and online
- We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, designed to bring people together and enhance the in‑person experience
At L&G, we believe it’s possible to generate positive returns today while helping to build a better future for all.
Join us to be part of a welcoming, inclusive culture, collaborating with people from diverse backgrounds, and working in an environment that values integrity, care for your future and wellbeing, and initiatives that support career development.
Flexibility: We’re open to discussing flexible working options including part‑time, term‑time and job shares. Some roles have limited flexibility due to customer demand, but we accommodate requests where possible.
Even if you don’t meet every criterion, we encourage you to consider your strengths and potential related to our purpose.
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