Celebrating one year in Glasgow

In May 2023, we completed our fourth buy-in with the British Steel Pension Scheme, as the Scheme became the largest in the UK to fully insure its members’ benefits. Following our final transaction, we welcomed the Scheme’s Glasgow-based administration team to L&G - an industry-first arrangement that has enabled us to expand our administration capacity and establish a presence in Scotland’s internationally renowned hub for actuarial and customer service excellence. 

Our Glasgow office now supports customers across our full portfolio, helping us evolve our service offering and sustainably grow our platform. The team brings deep expertise in both technology and customer service, enhancing our UK-wide capabilities. Having a dedicated hub in Glasgow reflects our long-standing investment in the region and opens exciting opportunities to expand our reach and impact. 

As we mark one year since opening our Glasgow office, we sat down with Team Manager, Fiona Quinn, to reflect on the journey so far, her experiences and some of her key highlights since joining L&G. 

If you had to describe the first year in three words, what would they be? 

The first word would be “supportive.”  We’ve built not just strong working relationships, but real friendships. I recently got married and I’ve said to my husband that I’m glad we sorted the guestlist before I joined L&G, because there would have been so many more people I’d have wanted to invite! Second, I’d say “collaborative” everyone works so well together. The third word is “growth”. The team has grown not only in size, but in knowledge and confidence. 

Is there a particular project or moment you’re especially proud of? 

Attending the Customer Contact Association Global Excellence Awards and seeing the team win four awards - including UK Customer Service Team of the Year - was a huge achievement. It was a proud moment for everyone. Those of us that were there from theGlasgow office were really rooting for L&G, which is quite funny when you think that we’d only joined the business a few months before. It just proves how we felt part of the team from so early on. 

Can you share an example of a time when collaboration with the Hove team made a real difference?  

This year, we successfully onboarded 53,000 members of the Boots Pension Scheme to our administration platform. This was a joint effort across our Hove and Glasgow offices. Anticipating an increase in customer contact, we invested significant time in planning to ensure the Customer Service team was well-prepared. We worked together to ensure we had the correct levels of call coverage and admin support, helping to ensure a smooth experience for scheme members. 

How has the team grown or changed and what are you most excited about for the year ahead? 

The team has grown significantly in both knowledge and confidence. Most team members are now looking after multiple pension schemes. Many are involved in checking, showing increased responsibility and trust. Five team members have recently been promoted, reflecting their development and achievements, and we’ve also recruited new team members. I’m feeling optimistic about the year ahead. As a team we’re looking forward to continuing to embrace change and seeking opportunities to help each other. 

If you’d like to learn more about our Glasgow office watch our video.