Customer Experience Advisor

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. 

L&G Retail 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.

We’re recruiting for a Customer Experience Advisor to join our Retail Customer Services Team.

Our phone lines are open between 8am-7pm Monday- Friday (some areas of the business vary in hours so you may work different hours to these started). 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
• 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
• 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 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

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, 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. 

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.