Customer Service Consultant - Webchat

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: Clarice Wale clarice.wale2@landg.com Internal Closing Date: 05/08/2024

We’re recruiting for a Customer Service Consultant to join us. 

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 £23,000. 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! 

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. 

Who we're looking for:

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

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.