At a Glance
- Tasks: Deliver exceptional customer service via phone, email, and webchat while resolving queries.
- Company: Join Legal & General, a leading UK financial services group with a focus on customer care.
- Benefits: Enjoy competitive salary, performance bonuses, generous holiday, and healthcare plans.
- Other info: Flexible working options available in an inclusive and supportive environment.
- Why this job: Make a real difference in customers' financial journeys and help them feel confident.
- Qualifications: Customer service experience preferred; strong communication skills and attention to detail are essential.
The predicted salary is between 24720 - 24720 £ per year.
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.
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, aiming to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.
At Legal & General, we're looking for a Customer Experience Advisor to help deliver a great service to our customers across Retail Operations. This is a customer-focused role where you'll be supporting people through different contact channels, giving clear information, resolving queries and helping customers feel confident in the decisions they're making.
What you'll be doing:
- Delivering excellent customer service across phone, email, webchat and written correspondence
- Supporting customers by understanding their needs and providing clear, relevant information
- Following internal processes and regulatory requirements to protect customers and the business
- Handling customer queries with care, accuracy and attention to detail
- Identifying and resolving complaints while looking for ways to improve the customer experience
- Working collaboratively with colleagues and wider teams to deliver positive customer outcomes
- Sharing knowledge and supporting others to provide consistent service
- Suggesting improvements to processes, procedures and customer journeys
Who we're looking for:
- Experience in a customer service role, ideally within financial services, pensions or ISAs
- Strong written and verbal communication skills
- Excellent attention to detail and the ability to record customer information accurately
- Confidence managing queries, prioritising workload and balancing customer needs
- Ability to learn new systems and adapt to different ways of working
- Good judgement and the ability to follow process in a regulated environment
- A collaborative approach and confidence building relationships with different people
- A genuine interest in helping customers and delivering good outcomes
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 many discounts we offer - both for our own products and at a range of high street stores and online
- We're creating net-zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience
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 and job shares.
Customer Experience Advisor - Pension and ISA team in Cardiff employer: Legal And General Group
Legal & General (L&G) is an exceptional employer, offering a dynamic work environment where employees can thrive in their careers while contributing to meaningful financial solutions for customers. With a strong focus on employee wellbeing, L&G provides generous benefits including performance-related bonuses, a robust pension scheme, and opportunities for professional development, all within a collaborative and inclusive culture. Located in Hove, the company is committed to sustainability and creating a net-zero carbon workplace by 2030, making it an attractive place for those looking to make a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor - Pension and ISA team in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Legal And General Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Legal And General Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Legal And General Group:Your cover letter is your chance to shine! Tell us why you want to work at Legal And General Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Legal And General Group!
How to prepare for a job interview at Legal And General Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
