Company Description

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centered ambitions. 

Job Description

Do you love helping to customers? Would you thrive in a role where you are talking to customers all day? Are you experienced in the world of customer service? If this sounds like you, then look no further! We’re recruiting for Customer Service Advisors to support our life insurance customers.  

This team delivers a first-class customer experience throughout the life of their policy, building and maintaining customers’ trust and confidence to maximise customer satisfaction and business retention.  

We’re offering a starting salary of £22,000 increasing to £23,000 once successfully passing probation. This team has a great progression scheme whereby within 12-18 months your salary could increase to £25,500 depending on your performance. This team offers an excellent discretionary monthly bonus scheme* meaning you could earn up to an additional £400 per month on top of your base salary. 

Following a short period of training in our office, you’ll then be 50% homebased and 50% based from our Cardiff office. The role is full time Monday to Friday and the latest you’ll finish is 18:00, meaning you’ll have the weekends off to relax! 

You’ll be in induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers. 

Our Customer Service teams are made up of professionals from a range of backgrounds including call centre, retail, hospitality and sales to name a few.  

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get: 

• *Monthly performance related bonus (discretionary and based on performance metrics)  
• 25 days holiday, plus bank holidays, 26 days after 2 years’ service. You can also buy and sell holiday meaning you’ll have plenty of time to do what you love outside of work. 
• Generous pension contribution 
• Life assurance x8 of base salary 
• Private medical insurance 
• Recommend L&G as a great place to work and earn money if someone you know joins us. 
• A variety of company share schemes, discounts at a huge range of high street stores and on our own products. 
• In 2023 we opened our new Cardiff office, Calon, and put our people at the heart of the incredible £1 billion investment L&G has made in the city. Designed for sustainability, wellbeing and connection, Calon is the perfect place to be if you want to combine an incredible workplace experience with working for a purpose-driven company! 

What you'll be doing 

• You’ll provide customers with a first-class experience during every interaction. 
• You’ll manage customer contact, especially the more complex cases, verbally or in writing, across a range of customer processes.  
• For our most vulnerable customers, you’ll ensure you consider their circumstances and needs and take additional steps to support them through their interactions with Legal & General.  
• Help make decisions on what the best outcome for the customer is, to ensure that the customer is treated fairly and that a positive relationship is built with them so that they continue to stay with us. 
• You’ll use our in-house systems to give our customers a positive experience whilst, maintaining compliance. 
• Offering support to other team members or other areas, contributing to a highly motivated, straightforward, and collaborative culture. 
• Proactively share feedback and solutions on how we can improve our service, products and processes. 
• Identify, analyse and resolve customer complaints and completing investigations on these.
• Support opportunities to retain business and generate leads, by fully understanding what a customer is asking for and providing a tailored response, or passing a lead through to the appropriate sales channel via the agreed process.  Where a tailored response is given ensure the customer fully understands the consequences behind their request, and offer alternative options for them to consider where appropriate, to help them make the right decision.
• Steer your own development; provide a great customer experience whilst helping you get to where you want to get to in your career. 

Qualifications

• People who love helping people! People who are straightforward, ambitious, authentic, collaborative, and purposeful. 
• Strong communication skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls we receive, its important you’re authentic and empathetic. 
• Customer service experience within the financial services, travel or retail sector is preferred but not essential. We’d also consider candidates who haven’t got customer service experience, who have the natural strengths to thrive in this role. 
• Passion for customer experience and getting things right first time. 
• Confidence in using a desktop or laptop and experienced in using MS Office. 
• The skills above are really important to us. Rest be assured, we will show you the L&G way. You’ll be in induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers. 

Additional Information

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.