Customer Service Representative

Legal & General; Cardiff; On-site; GBP 20,000 - 26,000; Part time

Job summary

Legal & General is seeking a Customer Service Representative (Bereavements) in Cardiff. This 3-month, office-based role involves multi-channel support and end-to-end bereavement claims handling.

You will deliver compassionate customer service, ensure regulatory compliance, and maintain accurate case records while collaborating with specialists to resolve complex queries. The position offers an in-scope training period with progression potential.

Qualifications

• Customer service experience in sensitive situations.
• Telephony and multi-channel communication skills.
• Ability to accurately record and report customer information.
• Experience in regulated environments such as financial services is a plus.
• Strong attention to detail and data handling.
• Excellent written and verbal communication.

Responsibilities

• Deliver outstanding, personalised customer service across channels.
• Manage bereavement claims end-to-end and process payments per procedures.
• Ensure compliance with regulatory requirements and report breaches.
• Take ownership of outcomes and work with SMEs to resolve queries.
• Identify, prioritise and resolve complaints to improve the customer journey.
• Maintain accurate records and progression of cases.

Skills

Customer service

Telephony experience

Empathy

Regulated environments

Attention to detail

Clear communication

Job description

Customer Service Representative (Bereavements)Location: Cardiff (6 weeks office based; 2 days in office after training)Contract: 3 months with potential extension

Who We Are

Legal & General is a leading UK financial services company offering insurance, pensions, investments, and retirement solutions, with a focus on innovation and responsible investing. The company fosters a collaborative, inclusive environment where employees can grow, make an impact, and be rewarded for their contributions.

What You'll Do

• Deliver outstanding, personalised customer service across multiple channels including telephony, email, webchat, and written correspondence.
• Manage bereavement claims end-to-end, ensuring policies are closed accurately and payments are processed in line with internal procedures.
• Ensure full compliance with regulatory and legislative requirements, following internal processes and reporting any breaches in line with policy.
• Take ownership of customer outcomes, collaborating with colleagues and SMEs to resolve queries and deliver high-quality, tailored support.
• Identify, prioritise, and resolve complaints, using customer feedback to improve processes and enhance the overall customer journey.
• Maintain accurate records and workflow systems, ensuring timely progression of cases and effective management of complex information.
• Apply strong product and operational knowledge to support informed customer decision-making in line with consumer duty principles.

What You Bring

• Strong customer service and telephony experience, with the ability to communicate confidently and professionally in sensitive situations.
• Demonstrates resilience and empathy when handling emotionally challenging conversations, including bereavement-related matters.
• Excellent attention to detail with strong analytical skills and the ability to accurately record and report customer information.
• Experience working in regulated environments such as financial services, banking, insurance, utilities, or complaints handling.
• Strong organisational skills with the ability to prioritise and manage multiple queries effectively while maintaining service quality.
• Good written and verbal communication skills
• Adaptable and quick to learn

We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at [e-mail] to discuss how we can support you.

We welcome applications from all candidates and are committed to providing equal opportunities.