Empathetic Customer Experience Advisor

Legalandgeneral; Cardiff; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Annual bonus plan

Pension contribution

Life assurance

Healthcare Plan

25 days holiday + 26 after 2 years

Family leave

Electric car salary sacrifice

Discounts

Job summary

Legal & General (L&G) in Cardiff is seeking empathetic, customer‑focused individuals to join our Sensitive Claims team. You will support customers through sensitive conversations, ensure accurate recording, and help deliver positive outcomes across telephone and administrative activity.

You don't need prior financial services experience; what matters most is listening, clear communication, calmness, and a real ability to treat every customer as an individual. Hybrid working available.

Qualifications

• Experience of delivering good customer service or supporting people with different needs.
• Empathy and confidence to handle sensitive conversations.
• Excellent verbal and written communication skills.
• Strong listening skills and the ability to build trust.
• Good attention to detail and accurate record-keeping.
• Ability to prioritise workload and take ownership of customer queries.

Responsibilities

• Supporting customers through sensitive and potentially complex conversations
• Delivering positive outcomes across telephone and administrative activity
• Listening carefully and adapting approach to each customer’s circumstances
• Recording information accurately and maintaining strong attention to detail
• Taking ownership of customer queries and working with colleagues to resolve them
• Following internal processes and relevant customer service standards
• Identifying and responding appropriately to customer complaints
• Sharing feedback and ideas to improve processes and the customer journey

Skills

Empathy

Customer service

Verbal communication

Written communication

Active listening

Attention to detail

Prioritisation

Learning systems

Tools

CRM systems

Job description

Legal & General (L&G) in Cardiff is seeking empathetic, customer‑focused individuals to join our Sensitive Claims team. You will support customers through sensitive conversations, ensure accurate recording, and help deliver positive outcomes across telephone and administrative activity.

You don't need prior financial services experience; what matters most is listening, clear communication, calmness, and a real ability to treat every customer as an individual. Hybrid working available.