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 a Customer Experience Advisor to join our Workplace Pensions team in Cardiff. This role offers a salary of £24,720 per annum and you'll work shifts between 8:30am and 7:00pm, Monday to Friday (35 hours per week).

This is a fast-paced role where you'll be speaking with customers, understanding what they need and helping them get clear, accurate support. The role focuses heavily on inbound customer contact within a high-volume environment.

You'll be part of a customer experience team that cares about doing the right thing, treating customers fairly and delivering positive outcomes. Whether you're already working in customer service or looking to build on your existing experience, this is a fantastic opportunity to join a supportive team where your contribution genuinely makes a difference to customers.

Answering inbound customer calls about workplace pensions

Helping customers understand their workplace pension products and options

Listening carefully to customer queries and providing clear, helpful information

Recording customer information accurately and following internal processes

Identifying and resolving complaints in line with business procedures

Working with colleagues to deliver consistent customer outcomes

Learning systems, products and processes to support customers confidently

Sharing feedback and ideas to improve the customer journey

Experience in a customer service, contact centre or customer-facing role

Confidence handling high-volume customer queries in a fast-paced environment

Strong written and verbal communication skills

Excellent attention to detail

Ability to prioritise work and manage customer queries effectively

Confidence learning new systems and processes

A team-focused approach and ability to build good working relationships

An interest in delivering fair, helpful and positive customer outcomes

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

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.