Customer Experience Advisor

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. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

Job Description

We’re recruiting for Customer Experience Advisor's to join us on our Member Admin team.

This is a varied role that combines both telephony and administrative work. You’ll support pension scheme members and Independent Financial Advisers (IFAs) by handling inbound enquiries, providing information and assistance in response to a range of pension-related queries. Alongside this, you'll manage customer and IFA correspondence, including requests for information, updates to personal details, tax certificates, benefit statements and pension changes. The balance between telephony and correspondence activities may vary depending on business needs.

This is a hybrid role, with colleagues working 2 days per week from our Cardiff office and 3 days from home. The role offers a salary of £24,720 per annum and is based on a 35-hour working week. Full training will be provided, making this an excellent opportunity for someone looking to develop their customer service skills and build their knowledge of pensions and financial services within a supportive team environment.

Handling inbound calls from pension scheme members and Independent Financial Advisers

Responding to requests supported by a valid signed letter of authority

Processing member and IFA correspondence accurately and efficiently

Supporting requests for tax certificates, benefit statements and changes to personal details

Providing clear information to customers considering changes to their pension

Recording customer information accurately across the relevant systems

Identifying and escalating complaints, risks or issues where appropriate

Following internal processes, regulatory requirements and Consumer Duty expectations

Experience of providing helpful and professional customer service

Strong written and verbal communication skills

Confidence handling inbound telephone enquiries

Excellent attention to detail

Ability to manage several queries and priorities effectively

Confidence learning and working across different systems

A collaborative approach and willingness to support changing business needs

Previous pensions, insurance or financial services experience would be helpful but is not confirmed as essential

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

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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 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.