Customer Experience Advisor - Solihull

Legal And General Group; Metropolitan Borough of Solihull; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services group in Solihull seeks Customer Experience Advisors to join their Pensions team. This hybrid role offers a starting salary of £24,525 with 3 days of remote work. The ideal candidate will have strong communication and administration skills, a passion for helping customers, and confidence in using MS Office. Join a team dedicated to creating brighter financial futures for all customers.

Benefits

Annual performance-related bonus plan

Generous pension contribution

Life assurance

Healthcare Plan

25 days holiday plus public holidays

Electric car scheme

Discounts at high street stores

Qualifications

• People who love helping people and are able to support customers regardless of their personal circumstances.
• Confidence in using a desktop or laptop and experienced in using MS Office.
• Strong communication and administration skills.

Responsibilities

• Maintaining scheme data and updating customer records.
• Dealing with correspondence from internal and external customers.
• Collaborating with team members to resolve customer issues quickly.
• Delivering outstanding customer experiences via multiple contact methods.
• Considering the needs of vulnerable customers.
• Complying with legislative and regulatory requirements.

Skills

Communication skills

Administration skills

Attention to detail

Tools

MS Office

Job description

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 Customer Experience Advisors to join our Pensions team with a starting salary of £24525 depending on experience. This is a hybrid role where you’ll work 3 days from home and 2 days in our Solihull office, Monday-Friday between the hours of 9am-5pm, some of our roles may also be more flexible with working hours for example, 8.30am - 4.30pm.

Internally, this role may be called something different, depending on which team you join. We’ll work with you on which department complements your personality and strengths best.

Our teams are made up of professionals from different backgrounds including call centre, retail, hospitality, and sales.

What you'll be doing:

• Maintaining scheme data, administering, and updating individual customer and client records
• Dealing with all correspondence from our internal and external customers, keeping them up to date on progress to ensure next stages are understood
• Collaborating with other team members to ensure that customer enquiries and issues are resolved quickly and efficiently
• Deliver an outstanding customer experience by knowing your customers and delivering positive customer outcomes by utilising a variety of contact methods to meet their needs which may be: in or outbound telephony, email, webchat, or letter correspondence to ensure great customer experience
• The tasks are varied, meaning you’ll be talking to colleagues and customers regularly. It’s important to note that this role is a hybrid role which will involve administrative or processing work and you will be talking to customers on the phone too
• For our most vulnerable customers, you’ll ensure you consider their circumstances and needs and take additional steps to support them through their interactions with Legal & General
• Protect our business, customers, shareholders, and people by complying with all legislative, regulatory requirements by following our internal process and procedure to help ensure compliance, whilst identifying, reporting, and resolving any breaches in line with L&G policy

Qualifications

Who we're looking for:

• The skills below are important to us. Rest be assured, we will show you the L&G way. You’ll be in our full-time office-based induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers and clients
• People who love helping people! People who challenge positively, commit together and act decisively!
• Strong communication and administration skills and passion to support customers, whatever their personal circumstances
• Good attention to detail
• Confidence in using a desktop or laptop and experienced in using MS Office

Here’s what our colleagues said about working for Legal and General:

“It’s great to be around people who are different to you. Our team really embraces diversity and ensures everyone feels they belong.”

“I fell in love with the job and my colleagues – and now I can’t imagine working anywhere else.”

“I’d heard L&G was amazing at supporting people’s career aspirations –and my experience here so far has shown that it’s true.”

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.