Customer Care Advisor: Sensitive Claims

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-centred ambitions. 

We’re recruiting for Customer Care Advisors to join our Sensitive Claims team (known as Customer Experience Advisors internally). We’re offering a starting salary of £23,200. This is a hybrid role where you’ll work half your week from home and half in our Cardiff office. 

Our teams are made up of professionals from different backgrounds including care and nursing. If you're a caring and empathetic person, who loves nothing more than to support people during their time of need then we'd love to hear from you.

What you'll be doing:

• You’ll be talking to colleagues and customers regularly. You’ll talk to customers on the phone as well as complete associated administrative tasks.  You will be responsible for managing your own caseload of sensitive claims 
• Through proactive and reactive contact, you will use appropriate techniques to understand the customer’s needs and keep them updated via variety of channels, phone, email, messaging, correspondence and online 
• 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 
• Ensure all appropriate legislative, regulatory and internal process & procedure knowledge is fully understood 
• 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

Who we're looking for:

• The skills below are important to us. Rest be assured, we will show you the L&G way. You’ll be in our full-time office-based induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers and clients
• People who love helping people! 
• Strong communication and administration skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls we receive, its important you’re authentic and empathetic
• Confidence in using a desktop or laptop and experienced in using MS Office

Here’s what our colleagues said about working for Legal and General: 

‘Colleagues are given a platform to build a career within a big and successful company, where you really matter. People progress into underwriting, claims, HR, management, quality and IT just to name a few!’ 

‘I work with amazing people who are passionate and supportive. There is a real sense of community who celebrate with you at your highest and help bring you up from your lowest.’ 

‘I am in introvert. Everyone is welcome at L and G. Even though I’m a little quieter, I’ve still been made to feel part of the team and everyone is super friendly.’ 

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   
• Private medical insurance (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 
• 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

We welcome candidates returning from a career break to apply for this role.  Successful returner candidates will join the L&G Returner Programme and will be provided with transition support including a mentor, buddy and Career Returner Coaching Programme delivered by Career Returners.

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.