Customer Service Specialist

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.

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

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.

Are you someone who enjoys helping people? We’re looking for specialists to support our existing Bereavements team in our Cardiff office . This full time role is on a hybrid basis and attracts a salary of £24,720.

You will be speaking to customers or their loved ones in the instance a claim needs to be made, due to serious illness or bereavement. You’ll put the customer at the heart of everything you do - talking to colleagues and customers regularly, as well as completing associated administrative tasks. You will also be responsible for managing your own caseload.

• Handling inbound customer calls in a friendly, professional and empathetic way
• Listening to customers and understanding their individual needs
• Providing accurate information and working towards positive customer outcomes
• Taking ownership of queries and working with colleagues to resolve them
• Recording customer information accurately across relevant systems
• Following internal processes and applicable customer and regulatory requirements
• Identifying and responding appropriately to complaints or customer concerns
• Sharing feedback and ideas that could improve the customer journey

• A genuine commitment to providing a positive customer experience
• Clear and confident verbal communication skills
• Strong listening skills and the ability to adapt to different customers
• Excellent attention to detail
• The ability to learn and work across different systems
• Good organisation and the ability to prioritise customer queries
• A responsible approach to following processes and recording information
• A collaborative, flexible and supportive approach to working with other

• 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 many discounts we offer – both for our own products and at a range of high street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our…