Customer Experience Advisor

Legal & General (L&G) is a leading UK financial services group and major global investor, safeguarding people’s financial futures since 1836.

We’re looking for a Customer Experience Advisor to join our Workplace New Business & Payroll (Client Services) team in Cardiff. This role is predominantly admin‑based, supporting pension schemes with contribution queries, payment reconciliation and member pension updates, with occasional inbound and outbound calls.

This is a permanent, hybrid position: one day a week in the office, 35 hours per week, flexible working hours between 7:30 am and 5:30 pm, with a starting salary of £25,000.

• Providing day‑to‑day administrative support across pension scheme servicing activities
• Responding to queries by email and delivering a high standard of service
• Handling a small number of inbound and outbound calls to support schemes and provide updates
• Using spreadsheets and internal systems to reconcile payments and maintain accurate records
• Supporting schemes with queries relating to pension contribution submissions
• Updating schemes on the status of members’ pensions and resolving general enquiries
• Recording customer information accurately across multiple systems and processes
• Following internal procedures and regulatory requirements to deliver accurate and efficient outcomes

• Strong administrative experience, ideally in a busy operational or customer service environment
• Good Excel and spreadsheet skills, with confidence working across multiple systems
• Excellent attention to detail, particularly when working with payments, records or data
• Strong written communication skills and a professional approach to email handling
• Confident verbal communication skills for occasional inbound and outbound calls
• Good organisation and prioritisation skills, with the ability to manage a range of queries effectively
• A customer‑focused mindset and a practical approach to problem‑solving
• Experience in pensions or financial services administration 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 (for permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years of service, with the option to buy and sell holiday
• Competitive family leave
• Participation 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)
• Discounts on our own products and a range of high‑street stores and online retailers
• Our net‑zero carbon workplaces by 2030, investing in sustainable, modern offices across the UK

At L&G, we believe it is 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 from diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing, you’ll be empowered through initiatives that support career growth and excellence.

We care passionately about outcomes rather than attendance and are open to discussing flexible working options, including part‑time, term‑time and job shares. If you don’t meet every single criterion in this advert, we encourage you to consider what you excel at and what strengths you can bring to our purpose.