Customer Experience Representative

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 Customer Experience Representatives to join our In Payment Services team and help customers receive clear, accurate and supportive service when they need us.

This is a full-time, telephone-based role where you’ll answer customer questions, take ownership of enquiries and help deliver positive outcomes. You’ll receive approximately six weeks of full-time, office-based training before moving to a hybrid working pattern, with two days a week in the office. The role attracts a salary of £24,720.

You don’t need a specific qualification or previous financial services experience. What matters most is that you have customer service experience, communicate clearly and are comfortable learning new information and systems.

• Handling customer enquiries primarily by telephone and providing clear, accurate information
• Taking ownership of customer questions and working towards appropriate outcomes
• Building your knowledge of products, processes and systems through structured training
• Recording customer information accurately and following agreed procedures
• Identifying and helping to resolve customer concerns and complaints
• Working with colleagues and wider teams to support customers effectively
• Following relevant internal, legislative and regulatory requirements
• Sharing feedback and ideas that could improve customer service and business processes

• Previous experience delivering good customer service
• Clear and confident verbal communication skills
• Strong written communication and attention to detail
• An ability to listen, understand different needs and explain information clearly
• An organised approach to managing and prioritising customer queries
• Confidence learning new products, processes and systems
• A collaborative approach and willingness to ask for or offer support
• A commitment to treating customers fairly and delivering positive 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 electric car scheme, which offers employees the option to hire a brand-new electric car through…