Company Description

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.

Job Description

We’re recruiting for a Technical & Governance Consultant. We're looking for someone with experience and knowledge of handling appeals, complaints, dealing with regulators, and undertaking quality assurance audits within Group Risk Products.

This is a multi-faceted role meaning no two days will be the same! You’ll be dealing with technical appeals and audit services for our Claims and Group Protection business areas. Through collaborative engagement and understanding of the needs of the business, you’ll be driving of continuous change and improvement

What you'll be doing:

• Ensuring that the quality and competency of staff is maintained across claims and other areas of Group Protection
• Assessing and managing appeals and complaints across our portfolio
• Conducting and delivering monthly audits
• Supervising the Technical and Governance Team in the delivery of legislative, regulatory or process change
• Defining, developing and delivering continuous processes and systems improvements, to ensure that all our teams always deliver first customer service
• Utilising data and case studies to provide the business area with relevant findings regarding trends from claims activity, audits, complaints and appeals
• Contributing to company and Group Protection wide projects and process reviews to deliver product, customer experience and system improvements
• Develop, define and deliver processes and systems to ensure that all customer data is dealt with in a compliant manner

Qualifications

Who we're looking for:

• Someone who loves sharing knowledge with others, someone with natural coaching ability with strong communication skills
• Someone with a financial services background who has proven experience of managing audits, complaints, appeals, and dealing with the Financial Ombudsman Service who can develop and ultimately thrive in this role
• Proven logical and risk management skills with strong attention to detail
• Proven ability to design and deliver training and development programmes
• Ability to represent the department at internal/external meetings
• Effective organisational skills with the ability to work to targets and deadlines

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.