Customer Experience Advisor

Company Description

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.

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 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 – with a salary between £23,750‑£24,525.

Our Customer Service teams are made up of professionals from different backgrounds including call centre, retail, hospitality, and sales.

Internally, this role may be called something different, depending on which team you join. We’ll work with you on which department compliments your personality and strengths best.

• 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.

• 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.

• 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).
• We have many discounts we offer – both for our own products and at a range of high‑street stores and online.
• In 2023, some of our work spaces were redesigned. Our offices are great spaces to connect and collaborate and have your well‑being 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 well‑being. 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.