Customer Experience Advocate

Legal And General Group; Cardiff; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Generous pension contribution

Life assurance

Healthcare Plan (permanent employees)

Job summary

Legal And General Group is seeking a Customer Experience Advocate to support customers across the full SIPP journey—from onboarding and investments to trading, transfers, and complex queries. You’ll operate in a regulated customer service environment, delivering high-quality service and owning resolutions where needed.

The role rewards a collaborative approach, strong attention to detail, and clear communication while helping customers navigate pensions and regulatory frameworks within a

Qualifications

• Practical experience within pensions, SIPP administration or a closely related regulated financial services environment.
• Working knowledge of pensions and the relevant regulatory framework.
• Experience delivering high-quality customer service, including supporting vulnerable customers.
• Confidence handling complex customer queries and taking ownership through to resolution.
• Strong attention to detail and experience working within quality and compliance controls.
• Clear communication skills and the ability to explain technical information simply.
• A collaborative approach, with the confidence to support and share knowledge with colleagues.
• Experience of trading, transfers, complaints or paraplanning would be helpful.

Responsibilities

• Administering SIPP contracts across the end-to-end customer journey
• Placing investment trades accurately and in line with regulatory controls
• Supporting customer onboarding, investments and share transfers
• Responding to customer queries by telephone and through other agreed channels
• Resolving complex cases, escalations, exceptions and complaints
• Maintaining up-to-date pensions, product and regulatory knowledge
• Coaching colleagues and sharing technical knowledge and best practice
• Identifying trends and recommending customer, process or system improvements

Skills

Pensions experience

SIPP administration

Customer service

Regulatory knowledge

Attention to detail

Communication skills

Team collaboration

Job description

Company Description

Legal & 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 and efficiently.

This hybrid role attracts a salary of £30,000.

Job Description

Are you experienced in pensions or SIPP administration and comfortable working in a regulated customer service environment?

We’re looking for a Customer Experience Advocate to join our Workplace Personal Savings team. You’ll support customers across the full SIPP journey, from onboarding and investments through to trading, transfers and complex queries.

What you’ll be doing:

• Administering SIPP contracts across the end-to-end customer journey
• Placing investment trades accurately and in line with regulatory controls
• Supporting customer onboarding, investments and share transfers
• Responding to customer queries by telephone and through other agreed channels
• Resolving complex cases, escalations, exceptions and complaints
• Maintaining up-to-date pensions, product and regulatory knowledge
• Coaching colleagues and sharing technical knowledge and best practice
• Identifying trends and recommending customer, process or system improvements

Who we’re looking for:

• Practical experience within pensions, SIPP administration or a closely related regulated financial services environment
• Working knowledge of pensions and the relevant regulatory framework
• Experience delivering high-quality customer service, including supporting vulnerable customers
• Confidence handling complex customer queries and taking ownership through to resolution
• Strong attention to detail and experience working within quality and compliance controls
• Clear communication skills and the ability to explain technical information simply
• A collaborative approach, with the confidence to support and share knowledge with colleagues
• Experience of trading, transfers, complaints or paraplanning would be helpful

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.