Customer Experience Advocate

LegalAndGeneral; Cardiff; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A leading financial services company in Cardiff is seeking individuals passionate about delivering exceptional customer service. This full-time role combines office and remote work, with responsibilities including managing customer experiences and resolving queries. Ideal candidates will possess strong communication skills, a collaborative mindset, and the ability to meet diverse customer needs. The position offers competitive benefits, including a performance-related bonus and generous pension contributions.

Benefits

Performance-related bonus plan

Generous pension contribution

Life assurance

Healthcare Plan

At least 25 days holiday

Flexible work options

Electric car scheme

Discounts on products and stores

Qualifications

• Proven experience in managing and prioritising customer queries.
• Ability to adapt quickly to new tools and systems.
• Experience in handling complaints with professionalism.

Responsibilities

• Deliver outstanding customer experiences across multiple channels.
• Support customers with product knowledge to make informed decisions.
• Collaborate with colleagues to resolve queries.

Skills

Excellent communication skills

Strong understanding of customer needs

Ability to work across multiple systems

High attention to detail

Confidence in building relationships

Commercial awareness

Proactive approach to problem-solving

Collaborative mindset

Job description

Are you passionate about delivering exceptional customer service and making a real difference in peoples lives Were looking for individuals who thrive in a fast-paced environment enjoy working collaboratively and are committed to creating positive customer outcomes. Whether youre just starting out or bringing years of experience we welcome people from all backgrounds to help us shape the future of retail operations. This role is on a hybird basis (2 days a week working in the office and the remainder of the week working from home) and attracts a salary of 26300. This role is regulated.

What you'll be doing:

• Delivering outstanding customer experiences across multiple contact channels including phone email webchat and letter
• Supporting customers by sharing product knowledge and helping them make informed decisions
• Collaborating with colleagues and wider teams to resolve queries and improve service
• Handling and resolving complaints with empathy and professionalism
• Reviewing and improving customer processes to enhance efficiency and satisfaction
• Acting in line with regulatory requirements and internal policies to protect customers and the business
• Participating in projects and initiatives that drive better customer outcomes
• Adapting to change and contributing ideas to improve the customer journey

Qualifications:

• Strong understanding of different customer needs and how to meet them
• Excellent communication skills both written and verbal
• Ability to work across multiple systems and adapt quickly to new tools
• Proven experience in managing and prioritising customer queries
• High attention to detail and accuracy in recording information
• Confidence in building relationships and influencing others
• A collaborative mindset and willingness to support team goals
• Commercial awareness and a proactive approach to problem-solving

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. Theres 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 its possible to generate positive returns today while helping to build a better future for all.

If you join us youll 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 doesnt matter if you dont 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.

Remote Work: No

Employment Type: Full-time

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