Customer Experience Advocate

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. 

Who we are 

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. 

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways. 

Are you passionate about delivering exceptional customer service and making a real difference in people’s lives? We’re looking for individuals who thrive in a fast-paced environment, enjoy working collaboratively, and are committed to creating positive customer outcomes. Whether you're just starting out or bringing years of experience, we welcome people from all backgrounds to help us shape the future of retail operations.  This role is on a hybird basis (2 days a week working in the office and the remainder of the week working from home) and attracts a salary of £26,300.  This role is regulated.

What you'll be doing:

• Delivering outstanding customer experiences across multiple contact channels including phone, email, webchat and letter
• Supporting customers by sharing product knowledge and helping them make informed decisions
• Collaborating with colleagues and wider teams to resolve queries and improve service
• Handling and resolving complaints with empathy and professionalism
• Reviewing and improving customer processes to enhance efficiency and satisfaction
• Acting in line with regulatory requirements and internal policies to protect customers and the business
• Participating in projects and initiatives that drive better customer outcomes
• Adapting to change and contributing ideas to improve the customer journey

Who we're looking for:

• Strong understanding of different customer needs and how to meet them
• Excellent communication skills, both written and verbal
• Ability to work across multiple systems and adapt quickly to new tools
• Proven experience in managing and prioritising customer queries
• High attention to detail and accuracy in recording information
• Confidence in building relationships and influencing others
• A collaborative mindset and willingness to support team goals
• Commercial awareness and a proactive approach to problem-solving

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.