Team Manager

Hove

Full-time

Customer Service

Hybrid

REF6180D

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 Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.

Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.

Who we are

Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023.

Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us.

Job Description

We’re looking for an experienced Team Manager to lead a team supporting Defined Benefit pensions claims administration. This is a hybrid people-focused leadership role where you’ll help colleagues deliver accurate, efficient and empathetic service to customers, while supporting strong risk controls, clear processes and good customer outcomes.

You’ll be joining a growing area and managing a team of around 10–15 colleagues across phones and administration. The role is regulated, so you’ll need to be comfortable working in an environment where accuracy, customer care and compliance all matter. CF1 and FA2 qualifications are required within the first two years, so existing passes would be welcome but are not essential at application stage.

Salary from £38,000, depending on experience.

What you'll be doing:

Leading, coaching and developing a team of around 10–15 colleagues

Managing one-to-ones, check-ins, work allocation and day-to-day team priorities

Supporting accurate and timely Defined Benefit pensions claims administration

Overseeing risk controls, process documentation and audit trail quality

Reviewing data, MI and operational information to support team performance

Handling performance, conduct and people matters fairly and confidently

Working with stakeholders to resolve issues and improve customer outcomes

Applying Consumer Duty principles and helping the team support customers well

All offers of employment are conditional on completing regulated pre‑employment screening checks. This may include verification of your identity, work history, qualifications, right to work, and any other checks relevant to the position.

Who we're looking for:

Extensive experience as a Team Manager, ideally in a regulated or operational environment

Confidence leading teams through change, challenge or periods of high demand

Strong people management skills, including coaching, performance support and delegation

Good maths, data analysis and Microsoft Excel capability

Experience using multiple systems and working with operational processes

Strong customer focus and understanding of good customer outcomes

Financial Services, pensions or Defined Benefit knowledge would be useful

CF1 and FA2 qualifications would be an advantage, or willingness to complete them within the required timeframe

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 many discounts we offer – both for our own products and at 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, all designed to bring people together and elevate the in‑person experience

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 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.