Customer Experience Advisor

• Cardiff

• Full-time

• Customer Service

4672_20787

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.

Who we are

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.

Job Description

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every interaction matters? We're looking for individuals who take pride in helping others, enjoy working collaboratively, and are eager to grow their skills in a supportive and inclusive team. This hybrid role attracts a salary of £24,525.

Join us in shaping outstanding customer experiences in our Retail Savings - Personal Pension and ISA team.

What you'll be doing:

• Delivering outstanding customer experiences across multiple contact channels including phone, email, webchat and letter
• Complying with regulatory and internal processes to protect our customers and business
• Collaborating with colleagues and wider teams to deliver personalised support
• Resolving customer complaints and using feedback to improve service
• Identifying opportunities to enhance customer journeys and operational efficiency
• Sharing product knowledge and expertise to support customers and colleagues
• Providing timely and relevant information to help customers make informed decisions
• Adapting to different team environments based on business needs

Qualifications

Who we're looking for:

• Understanding of diverse customer needs and how to meet them
• Excellent attention to detail and ability to record customer information accurately
• Strong communication skills, both written and verbal
• Ability to learn and adapt across multiple systems and processes
• Proven experience in managing and prioritising customer queries
• Commercial awareness and a customer-first mindset
• Ability to build effective relationships and influence positively
• Willingness to embrace change and contribute to team success

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• 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 the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

At L&G, we believe it's 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 of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.

It doesn't matter if you don't meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.