Customer Experience Representative - Solihull

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. 

We’re recruiting for Customer Experience Representatives to join our Retail Annuities team in Solihull - with a starting salary of £24,720.  These are hybrid roles where you’ll work 3 days from home and 2 days in our Solihull office weekly, Monday-Friday between the hours of 9am-5pm.   

Our teams are made up of colleagues from different backgrounds including call centre, retail, hospitality, care and sales. 

What you'll be doing:

• Your responsibilities will include handling inbound calls from Financial Advisors and customers to discuss our Retirement products and application updates
• You’ll provide those who call us with a first-class experience during every interaction
• Sometimes the calls can be emotive so we’re looking for people who are naturally caring, empathetic and resilient
• You will deliver 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
• You will 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 above are important to us - but we will show you the L&G way. You’ll be in our full-time office-based induction and training for a couple of months to ensure you have the tools you need before you start helping our customers and clients 
• People who love helping people
• A strong attention to detail
• People who challenge positively, commit together and act decisively
• 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 
• 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.