Customer Experience Advisor: Retail Annuities

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.  

Recruiter: Claire Williams claire.williams@landg.com         Internal Closing Date: 19.07.2024

We’re recruiting for Customer Experience Advisors to join our Retail Annuities team, with a starting salary of £22,000-£22,500. This role is a blend of inbound and outbound telephony and administration support.  

This is a hybrid role where you’ll work 35 hours a week; 3 days from home and 2 days in our Cardiff office and, work Monday to Friday 9am to 5pm. 

Internally, this role maybe called something different, depending on which team you join. We’ll work with you on which department compliments your personality and strengths best. 

Our Customer Service teams are made up of professionals from different backgrounds including care, teaching, call centre, retail, and hospitality. 

What you'll be doing:

• You’ll be working in our retirement retail team which looks after 900,000 customers providing retirement income solutions to help them enjoy a more colourful retirement. We offer annuities and fixed term plans which provide the security of a guaranteed income
• Providing customer service to our existing customers or their representatives; or providing New Business solutions that meet a customer’s retirement income needs
• Taking every opportunity to deliver an outstanding customer experience, while ensuring the outcome is correct for the customer and aligned to Legal and General Customer Services quality standards, regulatory requirements, and treating customers fairly policies
• Obtaining relevant customer information through appropriate communication channels e.g. telephone, email, messaging, correspondence, on-line and IT systems
• When required, providing support for projects (system, process, regulatory) and delivering business implementation activities such as changes to process and call frameworks
• Accurately recording information on IT systems
• 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

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 
• Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities
• Good commercial awareness
• Excellent written and verbal communication skills
• A high degree of energy, drive and enthusiasm
• Evidence of continuous professional development
• Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals
• IT skills 

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

‘Kindness is what I hold key and I love how the team respond to that’ 

‘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.’ 

‘I’m particularly mindful that we keep a check on the wellbeing of others, and that everyone is supported and feels able to speak up.’ 

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

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.