Customer Service Specialist

Legalandgeneral; Cardiff; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Annual bonus plan

Generous pension

Life assurance

Healthcare plan

25 days holiday + public holidays

Job summary

Legalandgeneral in Cardiff is seeking a Bereavements Specialist to support our existing Bereavements team. This full-time role is on a hybrid basis and pays £24,720 per year.

You will handle inbound calls, gather information, and record details across systems, while delivering compassionate service and ensuring regulatory compliance. You will also manage your own caseload and collaborate with colleagues to resolve issues, contributing to a smoother customer journey.

Qualifications

• Commitment to providing a positive customer experience.
• Clear and confident verbal communication across channels.
• Strong listening skills and the ability to adapt to different customers.

Responsibilities

• Handle inbound customer calls with empathy and professionalism.
• Listen to customers and understand their needs.
• Record customer information accurately across relevant systems.
• Take ownership of queries and work with colleagues to resolve them.
• Follow internal processes and regulatory requirements.

Skills

Customer service

Empathy

Verbal communication

Listening

Attention to detail

Organisational skills

CRM systems

Tools

CRM systems

Job description

Are you someone who enjoys helping people? We're looking for specialists to support our existing Bereavements team in our Cardiff office . This full time role is on a hybrid basis and attracts a salary of £24,720.

You will be speaking to customers or their loved ones in the instance a claim needs to be made, due to serious illness or bereavement. You'll put the customer at the heart of everything you do - talking to colleagues and customers regularly, as well as completing associated administrative tasks. You will also be responsible for managing your own caseload.

What you'll be doing:

• Handling inbound customer calls in a friendly, professional and empathetic way
• Listening to customers and understanding their individual needs
• Providing accurate information and working towards positive customer outcomes
• Taking ownership of queries and working with colleagues to resolve them
• Recording customer information accurately across relevant systems
• Following internal processes and applicable customer and regulatory requirements
• Identifying and responding appropriately to complaints or customer concerns
• Sharing feedback and ideas that could improve the customer journey

Who we're looking for:

• A genuine commitment to providing a positive customer experience
• Clear and confident verbal communication skills
• Strong listening skills and the ability to adapt to different customers
• Excellent attention to detail
• The ability to learn and work across different systems
• Good organisation and the ability to prioritise customer queries
• A responsible approach to following processes and recording information
• A collaborative, flexible and supportive approach to working with other

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

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.