CLAIMS ADVISER

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions. 

Are you passionate about helping others when in need? Are you naturally empathetic? This is an inbound telephony role based in our Cardiff office in our Insurance Claims Team. If you love helping people, have good attention to detail, and enjoy variety, this is the role for you! 

As a Customer Claims Adviser, you'll be making a difference to our customers, specifically those who hold protection policies with us. You'll be making sure that their claim is dealt with sensitively and efficiently. 

This role has a starting salary of £25,000 plus discretionary bonus*. In addition, this team has a development progression scheme. You will work 35 hours a week Monday to Friday between the hours of 0900-1730. We have a hybrid working model where you can work from home 3 days and in the office 2 days a week following site-based training. 

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get:  

• *You’ll have the opportunity to participate in our annual, performance-related bonus scheme (discretionary)  
• As your skillset grows, it’s possible your earning potential will too.  
• 25 days holiday, plus bank holidays, 26 days after 2 years’ service. You can also buy and sell holiday.  
• Generous pension contribution 
• Life assurance x8 of base salary 
• Private medical insurance 
• Recommend L&G as a great place to work and earn money if someone you know joins us. 
• A variety of company share schemes, discounts at a huge range of high street stores and on our own products. 
• In 2023 we opened our new Cardiff office, Calon, and put our people at the heart of the incredible £1 billion investment L&G has made in the city. Designed for sustainability, wellbeing and connection, Calon is the perfect place to be if you want to combine an incredible workplace experience with working for a purpose-driven company! 

What you’ll be doing 

• Taking inbound calls and responding to emails from our customers who are looking for an update on their life insurance claim 
• Given the nature of what we do, sometimes these calls can be emotive, so, we’re looking for people who are naturally caring, empathetic and resilient.  
• Completing and managing claim tasks in conjunction with best practice guides, accurately and in a timely manner. 
• Taking responsibility for all customer communication, keeping the customer informed. 
• Identifying complaints and taking ownership for trying to resolve them. 
• Liaising with third parties such as reinsurers and medical providers in a professional, friendly, and efficient manner. 
• Utilising the most appropriate method of contact and ensuring that customers’ expectations of service are met. 
• Contributing to claims projects or other team or department initiatives. 

• The skills below are important to us. Rest be assured, we will show you the L&G way. You’ll be in induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers.  
• Strong communication skills and passion to support customers, whatever their personal circumstances.  
• Excellent communication skills, both written and verbal.  
• Offering support and feedback to other colleagues, contributing to a highly motivated, straightforward, and collaborative culture.  
• For our most vulnerable customers, you’ll ensure you consider their circumstances and needs and take additional steps to support them through their interactions with Legal & General.  
• Confidence in using a desktop or laptop and experienced in using MS Office.  
• Ability to anticipate and resolve problem 
• Ability to manage own time productively and prioritise workload effectively 

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.