Lead Handler Specialist - #1675897

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.

L&G Retail supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers.

We’re recruiting for a Lead Handler Specialist to join us.

This role is crucial in providing an excellent service to all customers referred to Direct Sales, via email and telephone. You will ensure customer needs are met through effective outbound and inbound call handling, arranging future appointments, or handing off to Sales Consultants, as appropriate. You will also create accurate customer records and provide MI report and feedback to internal and external partners

If you are passionate about customer service and have the skills to ensure customer needs are met effectively, we would love to hear from you!

What you'll be doing:

• Display excellent call handling skills; to listen, build rapport, acknowledge, and deal effectively with all customer enquiries


• Ensure customers have sufficient information to enable them to understand when advice may be required and, where appropriate, ensure customers have access to suitably qualified advisers


• Display a good knowledge of all products and service offerings, so that accurate information is always given to customers.


• Proactively work towards consistently achieving quality and call productivity targets, always working with correct and up-to-date processes and call structures


• Carry out administrative and MI duties for the department in line with agreed standards and objectives, always ensuring that Business area functions efficiently


• Consumer Duty: Ensure customers receive appropriate, clear, and transparent information, both verbal and written about relevant products, with detailed explanations being given where appropriate to drive the right customer outcome

Who we're looking for:

• People who love helping people and challenge positively, commit together, and act decisively


• Strong communication and administration skills and a passion to support customers, whatever their personal circumstances


• Confidence in using a desktop or laptop and experienced in using MS Office


• Ability to listen, build rapport, and deal effectively with customer enquiries


• Proactive approach to achieving quality and call productivity targets


• Ability to carry out administrative and MI duties efficiently


• Commitment to providing clear and transparent information to customers to drive the right outcomes

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• 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. There’s also the option to buy and sell holiday


• Competitive family leave


• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)


• There are the many discounts we offer – both for our own products and at a range of high street stores and online


• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart 

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.