SIPP & Pensions Customer Experience Specialist

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

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