Customer Experience Advisor - Sensitive Claims

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.

We’re looking for empathetic and customer‑focused people to join our Sensitive Claims team in Cardiff.

This is a role where the way you communicate really matters. You’ll support customers who may be dealing with difficult or sensitive circumstances, taking the time to understand their needs and helping them reach the right outcome.

You don’t need to have worked in financial services before. What matters most is your ability to listen, communicate clearly, remain calm and treat every customer as an individual. If you have experience in care, support work or working with vulnerable customers, that would be helpful, but it is not essential.

This hybrid role attracts a salary of £24,720.

• Supporting customers through sensitive and potentially complex conversations
• Delivering positive outcomes across telephone and administrative activity
• Listening carefully and adapting your approach to each customer’s circumstances
• Recording information accurately and maintaining strong attention to detail
• Taking ownership of customer queries and working with colleagues to resolve them
• Following internal processes and relevant customer service standards
• Identifying and responding appropriately to customer complaints
• Sharing feedback and ideas to improve processes and the customer journey

• Experience of delivering good customer service or supporting people with different needs
• The empathy and confidence to handle sensitive conversations
• Excellent verbal and written communication skills
• Strong listening skills and the ability to build trust
• Good attention to detail and accurate record-keeping
• The ability to prioritise your workload and take ownership of customer queries
• Confidence learning new systems, processes and product information
• Care, support work or vulnerable‑customer experience would be helpful but is not essential

• 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…