Customer Experience Advocate

Job Description

We’re recruiting for a Customer Experience Advocate to join our New Business and Payroll team (Client Services). This role will be part of our pensions team, working closely with scheme owners. The position is mainly focused on administrative tasks, with some responsibility for making and receiving calls. Join our team and help us deliver a best-in-class customer experience. We’re looking for someone who is passionate about understanding customers, solving problems, and making a real difference.

You’ll be part of a supportive team that values collaboration, innovation, and continuous improvement.

• Delivering outstanding customer experiences across multiple channels including phone, and email.
• Protecting customers and the business by following processes and ensuring compliance with regulatory requirements.
• Taking ownership of customer interactions and collaborating with colleagues to deliver personalised outcomes.
• Identifying and resolving complaints while learning from feedback to improve service.
• Driving improvements by challenging processes and sharing ideas to enhance the customer journey.
• Reviewing and implementing changes to ensure operational efficiency and better customer outcomes.
• Providing customers with clear, timely information to help them make informed decisions.
• Supporting different teams when needed to meet customer needs and business priorities.

• Strong understanding of different customer needs and how to meet them.
• Excellent attention to detail and ability to record and report information accurately.
• Ability to learn and adapt to various systems and processes.
• Proven experience in prioritising and managing queries effectively.
• Good commercial awareness and problem‑solving skills.
• Strong written and verbal communication skills.
• Ability to build effective relationships and influence others positively.
• Flexible and proactive approach to change and continuous improvement.

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 work spaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart.

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.