Customer Support Consultant

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: Alison Evans  alison.evans@landg,com 

We’re recruiting for a Customer Support Consultant to join us. You will be the primary point of contact for our valued customers, ensuring their needs are met with the highest level of care and professionalism. Your role will be crucial in maintaining customer satisfaction by offering both colleagues and customers guidance and resolving issues efficiently. You will earn a competitive base salary of £26,300. This is a hybrid role where you’ll work 3 days from home and 2 days at our Cardiff office, Monday-Friday 9-5. Please note, this role maybe called something different internally.

What you'll be doing

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Identify and resolve customer issues, escalating complex problems when necessary
• Maintain accurate records of all customer interactions and follow-ups
• Collaborate with other departments to ensure customer satisfaction and problem resolution
• Provide product and service information to customers, assisting with purchases and account management
• Actively listen to customer feedback and suggest improvements to enhance the overall customer experience
• Participate in ongoing training and coaching to stay updated on company products, services, and policies

Who we're looking for

• Excellent verbal and written communication skills with the ability to convey information clearly and concisely
• Strong problem-solving abilities and attention to detail
• Demonstrated active listening skills and patience when dealing with customers
• Experience in coaching and training would be preferred
• Proficiency in customer service software and basic computer skills
• Previous customer service experience 
• Experience in dealing with customer payments would be beneficial
• Flexibility to work in a fast-paced environment and adapt to changing priorities

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   
• Health Care 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

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.