Customer Experience Advisor - Pension and ISA team

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.

At Legal & General, we’re looking for a Customer Experience Advisor to help deliver a great service to our customers across Retail Operations. This is a customer-focused role where you’ll be supporting people through different contact channels, giving clear information, resolving queries and helping customers feel confident in the decisions they’re making.

You’ll be part of a team that cares about doing the right thing, working accurately and delivering good outcomes for customers. Experience in pensions or ISAs would be especially helpful, although we’re also interested in people with strong customer service experience and a willingness to learn. This hybrid role attracts a salary of £24,720.

• Delivering excellent customer service across phone, email, webchat and written correspondence
• Supporting customers by understanding their needs and providing clear, relevant information
• Following internal processes and regulatory requirements to protect customers and the business
• Handling customer queries with care, accuracy and attention to detail
• Identifying and resolving complaints while looking for ways to improve the customer experience
• Working collaboratively with colleagues and wider teams to deliver positive customer outcomes
• Sharing knowledge and supporting others to provide consistent service
• Suggesting improvements to processes, procedures and customer journeys

• Experience in a customer service role, ideally within financial services, pensions or ISAs
• Strong written and verbal communication skills
• Excellent attention to detail and the ability to record customer information accurately
• Confidence managing queries, prioritising workload and balancing customer needs
• Ability to learn new systems and adapt to different ways of working
• Good judgement and the ability to follow process in a regulated environment
• A collaborative approach and confidence building relationships with different people
• A genuine interest in helping customers and delivering good outcomes

• 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…