At a Glance
- Tasks: Provide compassionate customer service for bereavement claims across various channels.
- Company: Join Legal & General, a leading UK financial services company.
- Benefits: Hybrid work setup, competitive pay, and a supportive team environment.
- Other info: Inclusive recruitment process with support available for all candidates.
- Why this job: Make a real difference by helping families during difficult times.
- Qualifications: Experience in customer service, empathy, and strong communication skills required.
The predicted salary is between 28000 - 30000 £ per year.
Location: Cardiff
Role Type: Contract - 3 months with potential extension
Work Setup: Hybrid (6 weeks office based; 2 days in the office after training)
Who We Are
Legal & General is a UK-based financial services company offering insurance, pensions, investment management, and retirement solutions. It supports individuals and institutions in building long-term financial security and managing assets globally.
What you bring
- Previous experience in customer service, ideally within a regulated environment such as financial services or utilities.
- Knowledge or experience of pensions or annuities would be highly desirable.
- Experience supporting bereaved clients or customers would be an advantage, we are equally interested in candidates who can demonstrate empathy, compassion and strong customer service skills.
- Strong administrative and analytical skills, with excellent attention to detail and the ability to manage accurate customer records.
- Experience handling inbound and outbound telephone calls, ideally within a contact centre or telephony-based customer service environment.
- Excellent written and verbal communication skills, with the ability to handle sensitive customer conversations with empathy and professionalism.
- Ability to prioritise workloads, manage multiple queries, and work effectively while maintaining high standards of accuracy and customer service.
What you'll do
- Deliver exceptional customer service across multiple channels, including inbound and outbound calls, email, webchat, and written correspondence, ensuring customers receive timely, empathetic, and effective support.
- Provide compassionate support for bereavement claims, handling sensitive conversations with customers and families, managing policy closures, and ensuring payments are processed accurately.
- Manage claims administration activities, including updating workflow systems, inputting missing data, maintaining accurate records, and ensuring claims progress efficiently through the pipeline.
- Build trust and confidence by developing strong product knowledge, providing clear information, and supporting customers in making informed decisions in line with Consumer Duty requirements.
- Take ownership of customer queries and complaints by identifying solutions, resolving issues, and working collaboratively with colleagues to improve customer outcomes and processes.
- Follow regulatory requirements and internal procedures while identifying opportunities to enhance efficiency, improve customer journeys, and maintain high standards of service delivery.
We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at adjustments@robertwalters.com to discuss how we can support you.
This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.
Customer Service Representative (Bereavements) in Cardiff employer: Legal & General
At L&G, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within our Global Financial Institutions team. With generous benefits including performance-related bonuses, a robust healthcare plan, and a commitment to sustainability, we empower our employees to thrive both personally and professionally. Join us in a supportive environment where your contributions are valued, and you can grow your career while making a positive impact in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative (Bereavements) in Cardiff
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Legal & General.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Legal & General. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Representative (Bereavements) in Cardiff
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Legal & General.
How to prepare for a job interview at Legal & General
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Legal & General's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Legal & General offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
