Customer Service Officer

Legal & General; Metropolitan Borough of Solihull; Hybrid; GBP 25,000; Full time

Job summary

A leading financial services provider is seeking a Customer Service Officer to deliver exceptional customer service in a hybrid role. Responsibilities include managing customer queries and ensuring compliance with regulations. The ideal candidate will have strong communication skills and experience in complex service scenarios, with a competitive salary of £24,525 and various employee benefits available.

Benefits

Annual performance-related bonus

Generous pension contribution

Healthcare Plan

25+ days holiday

Electric car scheme

Discounts on products and services

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

• Handling sensitive and complex customer queries with empathy.
• Administering mortgage business accurately to meet service level agreements.
• Maintaining strong relationships with stakeholders.
• Using customer feedback to improve processes.

Skills

Attention to detail

Verbal communication

Written communication

Team collaboration

Regulatory knowledge

Decision making

Tools

Microsoft Office

Job description

Social network you want to login/join with:

Job Description

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
• Analysing 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

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

Additional Information

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.