Customer Experience Advisor

Legal & General 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. 

Recruiter:

Abbie Burridge abbie.burridge@landg.com

Wendy Evans wendy.evans@landg.com 

We’re recruiting for a Customer Experience Advisor to join our Customer Services Team with a starting salary of £23,000, increasing to £24,000 after a successful first year with us. After your first year, there are further opportunities to progress. 

Our phone lines are open between 8am-7pm Monday- Friday (some areas of the business vary in hours). You’ll work 35 hours during our opening times working 3 days from home and 2 days in our Cardiff office.

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

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. 

What you'll be doing:

• You’ll be working in one of our lively and dynamic contact centres, answering inbound phone calls from our customers.
• This team support customers who have saved into their pension for a long time, in preparation for retirement 
• You’ll provide customers with a first-class experience during every interaction
• 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
• Delivering a personable service to our customers, supporting our customers’ needs accurately on a right first time basis, ensuring next stages are understood and that any correspondence is effective and accurate
• 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
• 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

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! People who are straightforward, ambitious, authentic, collaborative, and purposeful 
• Strong communication and administration skills and passion to support customers, whatever their personal circumstances 
• Confidence in using a desktop or laptop and experienced in using MS Office 

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.