Customer Experience Advocate

Legal And General Group; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services group in the United Kingdom is seeking a Customer Experience Advocate to join their New Business and Payroll team. This role focuses on delivering outstanding customer experiences through various channels, ensuring compliance with processes, and improving customer service. Ideal candidates will possess strong communication skills, attention to detail, and a passion for understanding and solving customer needs. Opportunities for professional development and flexible working arrangements are also available.

Benefits

Annual performance-related bonus plan

Generous pension contribution

Life assurance

Healthcare Plan

At least 25 days holiday

Competitive family leave

Electric car scheme

Discounts on products

Qualifications

• Strong understanding of different customer needs and how to meet them.
• Excellent attention to detail and ability to record and report information accurately.
• Ability to learn and adapt to various systems and processes.
• Proven experience in prioritising and managing queries effectively.
• Good commercial awareness and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to build effective relationships and influence others positively.
• Flexible and proactive approach to change and continuous improvement.

Responsibilities

• Deliver customer experiences across multiple channels including phone and email.
• Ensure compliance with regulatory requirements.
• Take ownership of customer interactions and collaborate to deliver outcomes.
• Identify and resolve complaints while learning from feedback.
• Drive improvements by challenging processes and sharing ideas.
• Review and implement changes for operational efficiency.
• Provide customers with clear, timely information.
• Support different teams to meet customer needs.

Skills

Customer needs understanding

Attention to detail

Adaptability to systems

Query management

Commercial awareness

Problem-solving

Written communication

Relationship building

Proactivity

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.

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 a Customer Experience Advocate to join our New Business and Payroll team (Client Services). This role will be part of our pensions team, working closely with scheme owners. The position is mainly focused on administrative tasks, with some responsibility for making and receiving calls.

Join our team and help us deliver a best‑in‑class customer experience. We’re looking for someone who is passionate about understanding customers, solving problems, and making a real difference. You’ll be part of a supportive team that values collaboration, innovation, and continuous improvement.

What you'll be doing

• Delivering outstanding customer experiences across multiple channels including phone, and email.
• Protecting customers and the business by following processes and ensuring compliance with regulatory requirements.
• Taking ownership of customer interactions and collaborating with colleagues to deliver personalised outcomes.
• Identifying and resolving complaints while learning from feedback to improve service.
• Driving improvements by challenging processes and sharing ideas to enhance the customer journey.
• Reviewing and implementing changes to ensure operational efficiency and better customer outcomes.
• Providing customers with clear, timely information to help them make informed decisions.
• Supporting different teams when needed to meet customer needs and business priorities.

Qualifications

• Strong understanding of different customer needs and how to meet them.
• Excellent attention to detail and ability to record and report information accurately.
• Ability to learn and adapt to various systems and processes.
• Proven experience in prioritising and managing queries effectively.
• Good commercial awareness and problem‑solving skills.
• Strong written and verbal communication skills.
• Ability to build effective relationships and influence others positively.
• Flexible and proactive approach to change and continuous improvement.

Benefits

• 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).
• We offer a wide range of discounts on our own products and at various high street stores and online.
• In 2023, some of our workspaces were redesigned. Our offices provide great spaces to connect and collaborate and put 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.