Customer Experience Advisor

SmartRecruiters, Inc.; Cardiff; Hybrid; GBP 21,000 - 29,000; Full time

Job summary

Legal & General is recruiting a Customer Experience Advisor to join our Member Admin team in Cardiff. This hybrid role combines telephony and administrative work to support pension scheme members and IFAs with inbound enquiries and information requests.

The position offers a 35-hour week, with 2 days in the Cardiff office and 3 days at home, and a salary of £24,720 per annum. Full training will be provided in a supportive team environment.

Qualifications

• Experience of providing helpful and professional customer service.
• Strong written and verbal communication skills.
• Confidence handling inbound telephone enquiries.
• Excellent attention to detail.
• Ability to manage several queries and priorities effectively.

Responsibilities

• Handle inbound calls from pension scheme members and IFAs.
• Respond to requests with a signed letter of authority.
• Process member and IFA correspondence accurately and efficiently.
• Support tax certificates, benefit statements and personal detail changes.
• Record customer information across systems.
• Identify and escalate complaints, risks or issues.
• Follow internal processes, regulatory requirements and Consumer Duty.

Skills

Customer service

Verbal communication

Written communication

Attention to detail

Multi-tasking

System navigation

Tools

CRM systems

Microsoft Office

Job description

• Permanent/Regular or Fixed Term Contract/Temporary: Permanent (UK and ROW) / Regular (US)
• L&G Business Unit: Legal & General Retail
• L&G sub Business Unit: WORKPLACE
• Primary Location: Cardiff, Four Central Square
• Job Family: Customer Service

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.

Who we are

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We're a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

Job Description

We're recruiting for Customer Experience Advisor's to join us on our Member Admin team.

This is a varied role that combines both telephony and administrativework. You'll support pension scheme members and Independent Financial Advisers (IFAs) by handling inbound enquiries, providing information and assistance in response to a range of pension-related queries. Alongside this, you'll manage customer and IFA correspondence, including requests for information, updates to personal details, tax certificates, benefit statements and pension changes. The balance between telephony and correspondence activities may vary depending on business needs.

This is a hybrid role, with colleagues working 2 days per week from our Cardiff office and 3 days from home. The role offers a salary of £24,720 per annum and is based on a 35-hour working week. Full training will be provided, making this an excellent opportunity for someone looking to develop their customer service skills and build their knowledge of pensions and financial services within a supportive team environment.

What you'll be doing:

• Handling inbound calls from pension scheme members and Independent Financial Advisers
• Responding to requests supported by a valid signed letter of authority
• Processing member and IFA correspondence accurately and efficiently
• Supporting requests for tax certificates, benefit statements and changes to personal details
• Providing clear information to customers considering changes to their pension
• Recording customer information accurately across the relevant systems
• Identifying and escalating complaints, risks or issues where appropriate
• Following internal processes, regulatory requirements and Consumer Duty expectations

Who we're looking for:

• Experience of providing helpful and professional customer service
• Strong written and verbal communication skills
• Confidence handling inbound telephone enquiries
• Excellent attention to detail
• Ability to manage several queries and priorities effectively
• Confidence learning and working across different systems