Customer Experience Advisor - Sensitive Claims

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.

We’re looking for empathetic and customer-focused people to join our Sensitive Claims team in Cardiff.

This is a role where the way you communicate really matters. You’ll support customers who may be dealing with difficult or sensitive circumstances, taking the time to understand their needs and helping them reach the right outcome.

You don’t need to have worked in financial services before. What matters most is your ability to listen, communicate clearly, remain calm and treat every customer as an individual. If you have experience in care, support work or working with vulnerable customers, that would be helpful, but it is not essential.

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

Supporting customers through sensitive and potentially complex conversations

Delivering positive outcomes across telephone and administrative activity

Listening carefully and adapting your approach to each customer’s circumstances

Recording information accurately and maintaining strong attention to detail

Taking ownership of customer queries and working with colleagues to resolve them

Following internal processes and relevant customer service standards

Identifying and responding appropriately to customer complaints

Sharing feedback and ideas to improve processes and the customer journey

Experience of delivering good customer service or supporting people with different needs

The empathy and confidence to handle sensitive conversations

Excellent verbal and written communication skills

Strong listening skills and the ability to build trust

Good attention to detail and accurate record-keeping

The ability to prioritise your workload and take ownership of customer queries

Confidence learning new systems, processes and product information

Care, support work or vulnerable-customer experience would be helpful but is not 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

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.