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.
L&G Retail supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.
Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.
We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.
Joining us means helping create brighter financial futures for all our customers.
Job Description
We’re recruiting for Customer Experience Advisors to join our Retail Annuities team, with a starting salary of £22,000-£22,500. This role is a blend of inbound and outbound telephony and administration support.
This is a hybrid role where you’ll work 35 hours a week; 3 days from home and 2 days in our Cardiff office and, work Monday to Friday 9am to 5pm.
Internally, this role maybe called something different, depending on which team you join. We’ll work with you on which department compliments your personality and strengths best.
Our Customer Service teams are made up of professionals from different backgrounds including care, teaching, call centre, retail, and hospitality.
What you'll be doing:
- You’ll be working in our retirement retail team which looks after 900,000 customers providing retirement income solutions to help them enjoy a more colourful retirement. We offer annuities and fixed term plans which provide the security of a guaranteed income
- Providing customer service to our existing customers or their representatives; or providing New Business solutions that meet a customer’s retirement income needs
- Taking every opportunity to deliver an outstanding customer experience, while ensuring the outcome is correct for the customer and aligned to Legal and General Customer Services quality standards, regulatory requirements, and treating customers fairly policies
- Obtaining relevant customer information through appropriate communication channels e.g. telephone, email, messaging, correspondence, on-line and IT systems
- When required, providing support for projects (system, process, regulatory) and delivering business implementation activities such as changes to process and call frameworks
- Accurately recording information on IT systems
- 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
Qualifications
Who we're looking for:
- The skills below are important to us. Rest be assured, we will show you the L&G way. You’ll be in our full-time office-based induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers and clients
- Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities
- Good commercial awareness
- Excellent written and verbal communication skills
- A high degree of energy, drive and enthusiasm
- Evidence of continuous professional development
- Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals
- IT skills
Here’s what our colleagues said about working for Legal and General:
‘Kindness is what I hold key and I love how the team respond to that’
‘I am in introvert. Everyone is welcome at L and G. Even though I’m a little quieter, I’ve still been made to feel part of the team, and everyone is super friendly.’
‘I’m particularly mindful that we keep a check on the wellbeing of others, and that everyone is supported and feels able to speak up.’
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.
