Customer Service Consultant - Life Insurance (webchat)

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-centered ambitions. 

Do you love helping to customers? Would you thrive in a role where you are supporting customers all day? Are you experienced in the world of customer service? If this sounds like you, then look no further! We’re recruiting for Customer Service Consultants to support our life insurance customers via a live chat service and administrative tasks. 

This team delivers a first class customer service experience to Life Insurance customers, throughout the life of their policy, building and maintaining customers’ trust and confidence to maximise customer satisfaction, ease of doing business and opportunities to promote self-service and business retention. 

 We are offering a starting salary of £22,050. Following a short period of training in our office, you’ll then be 50% homebased and 50% based from our Cardiff office. The role is full time Monday to Friday and the latest you’ll finish is 18:00, meaning you’ll have the weekends off to relax! 

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get: 

• *Annaul performance related bonus (discretionary and based on performance metrics)  
• 25 days holiday, plus bank holidays, 26 days after 2 years’ service. You can also buy and sell holiday meaning you’ll have plenty of time to do what you love outside of work. 
• Generous pension contribution 
• Life assurance x8 of base salary 
• Private medical insurance 
• Recommend L&G as a great place to work and earn money if someone you know joins us. 
• A variety of company share schemes, discounts at a huge range of high street stores and on our own products. 
• In 2023 we opened our new Cardiff office, Calon, and put our people at the heart of the incredible £1 billion investment L&G has made in the city. Designed for sustainability, wellbeing and connection, Calon is the perfect place to be if you want to combine an incredible workplace experience with working for a purpose-driven company! 

What you'll be doing

• Manage all customer contact,  in writing, across a range of customer call chats, products and processes, and different business areas if required.   
• Pro-actively manage relationships with Customers, Intermediaries and internal departments, especially around key events in either the new business or existing business journey through professional communication, promotional activity including promotion of Self Service, and resolving service issues where possible at first point of contact. 
• Manage customer complaints, either those you identify yourself or those referred to you by a colleague or Team Manager, ensuring you take full ownership of the issue, log the complaint correctly on the appropriate database, resolve the complaint to the customers satisfaction or refer to the Complaints Team within the regulatory timescales, and provide route cause feedback to your Team Manager. 
• Constructively challenge the way we work and be an advocate for change by participating in team meetings, raising ideas with your Team Manager and involvement in project implementation or being a Subject Matter Expert to improve the customer journey or business efficiency. 
• Support opportunities to retain business, by understanding fully what a customer is asking for and providing a tailored response 
• Protects our customers, people and shareholders by complying with regulatory requirements. Has knowledge and awareness of internal procedures and proactively helps ensure compliance with these within their teams to minimise risks. 
• Work with your Team Manager to manage your own personal development to continually improve your skills and knowledge by attending scheduled 121s, coaching sessions and any planned training courses or e-learning modules. 

• Customer Service Skills  
• Effective communication skills 
• Problem solving and decision making skills 
• Able to plan and organise their time and workflow 

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.