Customer Experience Representative

Legal And General Group; Cardiff; Hybrid; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Annual bonus plan

Generous pension

Life assurance

Healthcare Plan

25 days holiday + public holidays

Family leave

Electric car salary sacrifice

Employee discounts

Net-zero carbon offices

Job summary

Legal & General Group is seeking a Customer Experience Representative for our In Payment Services team. This full-time, telephone-based role starts with approximately six weeks of office-based training before transitioning to a hybrid pattern with two in-office days per week. The role offers a salary of £24,720.

No specific financial services experience is required; what matters is customer service experience, clear communication, and the ability to learn new information and systems.

Qualifications

• Previous experience delivering good customer service
• Clear and confident verbal communication skills
• Strong written communication and attention to detail
• An ability to listen, understand different needs and explain information clearly
• An organised approach to managing and prioritising customer queries
• Confidence learning new products, processes and systems
• A collaborative approach and willingness to ask for or offer support
• A commitment to treating customers fairly and delivering positive outcomes

Responsibilities

• Handle customer enquiries by telephone and provide clear, accurate information
• Take ownership of customer questions and work towards appropriate outcomes
• Build knowledge of products, processes and systems through structured training
• Record customer information accurately and follow agreed procedures
• Identify and help resolve customer concerns and complaints
• Work with colleagues and wider teams to support customers effectively
• Follow relevant internal, legislative and regulatory requirements
• Share feedback and ideas that could improve customer service and business processes

Skills

Customer service experience

Verbal communication

Written communication

Attention to detail

Organisational skills

Team collaboration

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 looking for Customer Experience Representatives to join our In Payment Services team and help customers receive clear, accurate and supportive service when they need us.

This is a full-time, telephone-based role where you’ll answer customer questions, take ownership of enquiries and help deliver positive outcomes. You’ll receive approximately six weeks of full-time, office-based training before moving to a hybrid working pattern, with two days a week in the office. The role attracts a salary of £24,720.

You don’t need a specific qualification or previous financial services experience. What matters most is that you have customer service experience, communicate clearly and are comfortable learning new information and systems.

What you'll be doing:

• Handling customer enquiries primarily by telephone and providing clear, accurate information


• Taking ownership of customer questions and working towards appropriate outcomes


• Building your knowledge of products, processes and systems through structured training


• Recording customer information accurately and following agreed procedures


• Identifying and helping to resolve customer concerns and complaints


• Working with colleagues and wider teams to support customers effectively


• Following relevant internal, legislative and regulatory requirements


• Sharing feedback and ideas that could improve customer service and business processes

Who we're looking for:

• Previous experience delivering good customer service


• Clear and confident verbal communication skills


• Strong written communication and attention to detail


• An ability to listen, understand different needs and explain information clearly


• An organised approach to managing and prioritising customer queries


• Confidence learning new products, processes and systems


• A collaborative approach and willingness to ask for or offer support


• A commitment to treating customers fairly and delivering positive 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.