Customer Experience Representative in Solihull

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.

Customer Experience Representative

Are you someone who enjoys helping people, solving problems and keeping things organised? We’re looking for a Customer Experience Representative to join our Retail Operations team.

In this role, you’ll support customers, brokers and clients through a mix of phone‑based conversations and administration work.

The balance of calls and admin may change depending on business needs, so you’ll need to be flexible, organised and comfortable moving between different types of work.

You’ll play an important part in delivering clear, helpful and positive customer outcomes, while following the right processes and regulatory requirements.

This hybrid role attracts a salary of £24,720.

• What you’ll be doing
• Supporting customers, brokers and clients through phone, email, webchat and written correspondence
• Managing a mix of administration and phone‑based work depending on business needs
• Providing clear, accurate and timely information to help customers understand their options
• Recording customer and broker information accurately across internal systems
• Following internal processes, regulatory requirements and Consumer Duty expectations
• Handling queries and complaints with care, ownership and good judgement
• Working with colleagues across Retail Operations to resolve issues and improve outcomes
• Sharing knowledge and suggesting improvements to make the customer journey better
• Who we're looking for
• Experience in customer service, administration, contact centre or another customer‑facing role
• Confidence speaking with customers, brokers or external contacts over the phone
• Strong written and verbal communication skills
• Excellent attention to detail and accurate record keeping
• Ability to prioritise tasks and manage queries in a busy environment
• Comfortable learning new systems and adapting to different ways of working
• A collaborative approach and the ability to build effective working relationships
• An interest in delivering fair, positive and well‑informed customer outcomes

Benefits

• Opportunity to participate in the 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; option to buy and sell holiday
• Competitive family leave
• Participation in an electric car scheme via salary sacrifice (permanent employees only)
• Many discounts on our products and at high street stores and online
• Net‑zero carbon workplaces by 2030 through sustainable modern offices across the UK
• Workplace culture and flexibility

At L&G, we believe it’s possible to generate positive returns today while helping to build a better future for all.

You’ll be part of a welcoming, inclusive culture with opportunities to collaborate with people of diverse backgrounds, views and experiences.

We are open to discussing flexible working options including part‑time, term‑time and job shares.

We care passionately about outcomes rather than attendance and accommodate flexible working requests when possible.

It doesn’t matter if you don’t meet every single criterion in this advert. Think about what you excel at, your strengths and what you can bring to our purpose.

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