Customer Service Officer

LegalAndGeneral; Metropolitan Borough of Solihull; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in the UK is seeking a dedicated Customer Service Officer. In this hybrid role, you'll handle sensitive customer queries, administer mortgage business, and support your team in a dynamic environment. The ideal candidate will possess strong communication skills and a commitment to accuracy. This role offers a competitive salary and a range of benefits including performance-related bonuses and generous leave policies.

Benefits

Performance-related bonus

Generous pension contribution

Life assurance

Healthcare Plan

At least 25 days holiday

Electric car scheme

Discounts on products and high street stores

Qualifications

• Excellent attention to detail and a commitment to accuracy.
• Strong verbal and written communication skills.
• Ability to work collaboratively within a team environment.
• Experience in handling complex customer service scenarios.

Responsibilities

• Handle sensitive and complex customer queries with empathy.
• Administer mortgage business accurately to meet service level agreements.
• Maintain strong relationships with stakeholders.
• Analyze information to prevent fraudulent activity.

Skills

Attention to detail

Verbal communication

Written communication

Team collaboration

Customer service experience

Tools

Microsoft Office

Job description

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Are you passionate about delivering exceptional customer service and making a real difference in people’s lives? We’re looking for a dedicated and empathetic individual to join our team, where you’ll play a key role in supporting our customers through sensitive and complex situations. This is an opportunity to work in a dynamic environment where your skills and insights will help shape the future of our mortgage operations.

We’re recruiting for a Customer Service Officer to join us and offering a competitive base salary of £24,525 for this Hybrid role.

What you'll be doing:

• Handling sensitive and complex customer queries with empathy and professionalism
• Administering mortgage business accurately to meet service level agreements
• Maintaining strong relationships with internal and external stakeholders
• Analyzing information to make informed decisions and prevent fraudulent activity
• Using customer feedback and data to improve processes and enhance service delivery
• Identifying and integrating regulatory changes into business practices
• Ensuring communications are clear, tailored, and supportive under Consumer Duty
• Taking ownership of personal development and mentoring junior team members

Qualifications

• Excellent attention to detail and a commitment to accuracy
• Strong verbal and written communication skills
• Ability to work collaboratively within a team environment
• Proficiency in Microsoft Office applications
• Experience in handling complex customer service scenarios
• Understanding of regulatory frameworks such as Data Protection and Money Laundering
• Confidence in making decisions within financial guidelines
• Willingness to learn, grow, and support others in their development

Benefits:

• Participation in our annual, performance-related bonus plan and share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, increasing to 26 after 2 years’ service, with options to buy and sell holiday
• Competitive family leave
• Electric car scheme with salary sacrifice (permanent employees only)
• Discounts on products and high street stores
• Modern, wellbeing-focused workspaces

Additional Information:

At L&G, we believe in generating 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 across diverse backgrounds. Our leaders care about your future and wellbeing, supporting your career development and success.

We value outcomes over attendance and offer flexible working options including part-time, term-time, and job shares. We consider all requests when possible, even if some roles have limited flexibility due to customer demand.

Don’t worry if you don’t meet every criterion listed. Focus on your strengths, potential, and how you connect to our purpose.