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Your role at a glance

This team delivers a first-class customer experience throughout the life of their policy, building and maintaining customers’ trust and confidence to maximise customer satisfaction and business retention.

We’re offering a starting salary of £22,000 increasing to £23,000 once successfully passing probation. This team has a great progression scheme whereby within 12-18 months your salary could increase to £25,500 depending on your performance. This team offers an excellent discretionary monthly bonus scheme* meaning you could earn up to an additional £400 per month on top of your base salary.

Following a short period of training in our office, you’ll then be 50% homebased and 50% based from our Cardiff office. The role is full time Monday to Friday and the latest you’ll finish is 18:00, meaning you’ll have the weekends off to relax!

Our Customer Service teams are made up of professionals from a range of backgrounds including call centre, retail, hospitality and sales to name a few.

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get:

• Monthly performance related bonus (discretionary and based on performance metrics)
• 25 days holiday, plus bank holidays, 26 days after 2 years’ service. You can also buy and sell holiday meaning you’ll have plenty of time to do what you love outside of work.
• We can help you save for your future: our pension scheme gives you a 5% company contribution, plus we will match up to a further 5% of your personal contribution.
• Life assurance x8 of your annual salary.
• Private medical insurance. You can also add your dependants on for a small cost.
• We offer a host of money saving benefits including a variety of company share schemes and, discounts at a huge range of high street stores and on our own products.
• We strongly believe in supporting our employees and their chosen charities, so we'll match money that you raise up to £5000 per year.
• Our Cardiff office will move to Cardiff Central in 2023. We are completing a £400m regeneration project, the largest privately funded development in Wales. This move will see our people placed at the beating heart of the incredible £400m investment we're making in the city, and its long-term future.

What you'll be doing

• You’ll provide customers with a first-class experience during every interaction.
• You’ll manage customer contact, especially the more complex cases, verbally or in writing, across a range of customer processes.
• 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.
• Help make decisions on what the best outcome for the customer is, to ensure that the customer is treated fairly and that a positive relationship is built with them so that they continue to stay with us.
• You’ll use our in-house systems to give our customers a positive experience whilst, maintaining compliance.
• Offering support to other team members or other areas, contributing to a highly motivated, straightforward, and collaborative culture.
• Proactively share feedback and solutions on how we can improve our service, products and processes.
• Identify, analyse and resolve customer complaints and completing investigations on these.
• Support opportunities to retain business and generate leads, by fully understanding what a customer is asking for and providing a tailored response, or passing a lead through to the appropriate sales channel via the agreed process. Where a tailored response is given ensure the customer fully understands the consequences behind their request, and offer alternative options for them to consider where appropriate, to help them make the right decision.
• Steer your own development; provide a great customer experience whilst helping you get to where you want to get to in your career.

What we're looking for

• People who love helping people! People who are straightforward, ambitious, authentic, collaborative, and purposeful.
• Strong communication skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls we receive, its important you’re authentic and empathetic.
• Customer service experience within the financial services, travel or retail sector is preferred but not essential. We’d also consider candidates who haven’t got customer service experience, who have the natural strengths to thrive in this role.
• Passion for customer experience and getting things right first time.
• Confidence in using a desktop or laptop and experienced in using MS Office.
• The skills above are really important to us. Rest be assured, we will show you the L&G way. You’ll be in induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers.

Benefits

Here’s what our colleagues said about working for Legal and General:

‘You can really thrive and shine if you work hard. Our Customer Service Advisor role could be your springboard to a lifelong and successful career.’

‘Colleagues are given a platform to build a career within a big and successful company, where you really matter. People progress into underwriting, claims, HR, management, quality and IT just to name a few!’

‘I work with amazing people who are passionate and supportive. There is a real sense of community who celebrate with you at your highest and help bring you up from your lowest.’

‘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.’