Customer Experience Advisor - Pension and ISA team

Legal & General; Cardiff; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Annual bonus & share schemes

Generous pension

Life assurance

Healthcare plan

25 days holiday + 26 after 2 years

Family leave

Electric car salary sacrifice

Employee discounts

Net-zero carbon offices

Job summary

Legal & General is hiring a Customer Experience Advisor to support customers across Retail Operations. This hybrid role focuses on delivering clear information, resolving queries and helping customers feel confident in decisions.

You'll handle phone, email, webchat and written correspondence, follow internal processes and regulatory requirements, and work with colleagues to improve customer outcomes. Experience in pensions or ISAs is helpful, and the role offers a £24,720 salary.

Qualifications

• Experience in customer service, ideally within financial services, pensions or ISAs.
• Strong written and verbal communication skills.
• Excellent attention to detail and the ability to record customer information accurately.

Responsibilities

• Deliver excellent customer service across phone, email, webchat and written correspondence
• Understanding customer needs and providing clear, relevant information
• Following internal processes and regulatory requirements to protect customers and the business
• Handling customer queries with care, accuracy and attention to detail
• Identifying and resolving complaints while looking for ways to improve the customer experience
• Working collaboratively with colleagues and wider teams to deliver positive customer outcomes
• Sharing knowledge and supporting others to provide consistent service
• Suggesting improvements to processes, procedures and customer journeys

Skills

Customer service experience

Communication skills

Attention to detail

Query handling

Adaptability

Job 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

At Legal & General, we’re looking for a Customer Experience Advisor to help deliver a great service to our customers across Retail Operations. This is a customer-focused role where you’ll be supporting people through different contact channels, giving clear information, resolving queries and helping customers feel confident in the decisions they’re making.

You’ll be part of a team that cares about doing the right thing, working accurately and delivering good outcomes for customers. Experience in pensions or ISAs would be especially helpful, although we’re also interested in people with strong customer service experience and a willingness to learn. This hybrid role attracts a salary of £24,720.

What you'll be doing

• Delivering excellent customer service across phone, email, webchat and written correspondence
• Supporting customers by understanding their needs and providing clear, relevant information
• Following internal processes and regulatory requirements to protect customers and the business
• Handling customer queries with care, accuracy and attention to detail
• Identifying and resolving complaints while looking for ways to improve the customer experience
• Working collaboratively with colleagues and wider teams to deliver positive customer outcomes
• Sharing knowledge and supporting others to provide consistent service
• Suggesting improvements to processes, procedures and customer journeys

Who we're looking for

• Experience in a customer service role, ideally within financial services, pensions or ISAs
• Strong written and verbal communication skills
• Excellent attention to detail and the ability to record customer information accurately
• Confidence managing queries, prioritising workload and balancing customer needs
• Ability to learn new systems and adapt to different ways of working
• Good judgement and the ability to follow process in a regulated environment
• A collaborative approach and confidence building relationships with different people
• A genuine interest in helping customers and delivering good outcomes

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.