Customer Advocate Role

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. 

L&G Retail supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

We’re looking for a passionate and customer-focused individual to join our Pension Investment Team as a Customer Experience Advocate. This hybrid role offers the flexibility of working three days from home and two days in our Cardiff office, Monday to Friday. You’ll be the first point of contact for our customers, helping to deliver outstanding service and support that makes a real difference.  The salary we are offering for this role is £26,300.  Please note that this is a regulated role and falls under the Senior Managers and Certification regime.

What you'll be doing:

• Responding to customer enquiries via phone, email and chat in a professional and timely manner
• Identifying and resolving customer issues, escalating when necessary
• Maintaining accurate records of customer interactions and follow-ups
• Collaborating with internal teams to ensure effective problem resolution
• Providing clear and helpful product and service information
• Listening actively to customer feedback and suggesting improvements
• Participating in training and coaching to stay up to date on products and policies
• Meeting performance targets related to customer satisfaction and issue resolution

Who we're looking for:

• Communicating clearly and confidently, both verbally and in writing
• Solving problems with attention to detail and a calm approach
• Listening actively and showing patience in customer interactions
• Coaching and training experience (preferred but not essential)
• Using customer service software and basic computer tools effectively
• Bringing previous customer service experience to the role
• Staying composed and professional under pressure
• Adapting quickly in a fast-paced and changing environment

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 the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart 

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, term-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.