Pensions Customer Service Consultant

Job Description

We’re recruiting for a Pensions Customer Service Consultant to join us in our retirements team on a permanent basis. Supporting members and their families through bereavement‑related processes with empathy, accuracy, and professionalism.

In this role, you’ll be the first point of contact for individuals navigating pension claims following a bereavement. You’ll handle inbound calls with care, provide clear guidance on death payments and quotes, and ensure all administrative tasks are completed with precision. Whether you’re processing bereavement claims or interpreting scheme benefits, your work will directly impact the lives of our members and help deliver meaningful outcomes.

What you\’ll be doing:

• Ensure customers have sufficiently tailored information to enable them to understand what is being communicated, including any action they need to take or when advice or further support may be required.
• Organise and manage the provision of service to give sufficient priority and opportunity to customers wishing to submit a claim or make a complaint.
• Responsible for providing an efficient claims service to individual scheme members, intermediaries and Trustees by establishing how each pension scheme operates. Carrying out calculations, interpreting and communicating the scheme benefits in a way that ensures excellent customer outcomes are achieved at every step.
• Accurately record workflow on to the appropriate system maintaining effectiveness, efficiency and perform quality checking according to the prescribed QA framework for the role ensuring accurate management information.
• Act to deliver good outcomes for customers, ensure we avoid foreseeable harm to customers, enable and support customers, especially those with vulnerable characteristics.
• Ensure that all business processes and internal controls within your role are designed and performed in a way that delivers good customer outcomes and demonstrates effective management of conduct risk.

Qualifications

• Pension knowledge desirable.
• Strong attention to detail.
• Positive attitude and willingness to learn.

Benefits

• 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).
• We offer many discounts on 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 you\’re well‑being 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.