Customer Service Advisor: Life Insurance

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending, and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.

Recruiter: Clarice Wale clarice.wale2@landg.com
Closing Date: 20/09/2024

We’re recruiting for Customer Service Advisors to join our life insurance team who deliver a first-class customer experience throughout the life of their policy.

We’re offering a starting salary of £23,000. This team has a great progression scheme whereby within 12-18 months your salary could increase to £25,500 depending on your performance.

The role is hybrid: 50% home-based and 50% based from our Cardiff office, full time Monday to Friday and with the latest you’ll finish being 18:00.

If you'd thrive in a role where you are talking to customers all day, then look no further!

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.

What you'll be doing:

1. You’ll manage customer contact, especially the more complex cases, verbally or in writing, across a range of customer processes ensuring a first-class experience during every interaction.
2. 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.
3. 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.
4. You’ll use our in-house systems to give our customers a positive experience whilst maintaining compliance.
5. Proactively share feedback and solutions on how we can improve our service, products and processes and offering support to other team members.
6. Identify, analyse and resolve customer complaints and completing investigations on these.
7. 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.
8. Steer your own development; provide a great customer experience whilst helping you get to where you want to get to in your career.

Who we're looking for:

1. The skills below are important to us. Rest be assured, we will show you the L&G way. You’ll be in our full-time office-based induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers.
2. People who love helping people! People who are straightforward, ambitious, authentic, collaborative, and purposeful.
3. Strong communication skills and passion to support customers, whatever their personal circumstances.
4. Given the nature of some of the calls we receive, it’s important you’re authentic and empathetic.
5. 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.
6. Passion for customer experience and getting things right first time.
7. Confidence in using a desktop or laptop and experienced in using MS Office.

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.’

‘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 an 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.’

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:

1. 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.
2. Generous pension contribution.
3. Life assurance.
4. Private medical insurance (permanent employees only).
5. At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday.
6. Competitive family leave.
7. Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice.
8. There are the many discounts we offer – both for our own products and at a range of high street stores and online.
9. In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart.

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.