Company Description

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. 

Job Description

Your role at a glance 

Are you a caring and empathetic person, who loves nothing more than to support people?  Are you passionate about customer service and helping others? 

We’re recruiting for Customer Service Specialists to join us. We’re offering a starting salary of £22,500, plus discretionary bonus*.  We are happy to consider candidates seeking a full or part time role. This is a hybrid role where you’ll work half your week from home and half in our Cardiff office. 

Our teams are made up of professionals from different backgrounds including care, nursing, retail, hospitality, and teaching.

Training will be provided, and this will be office based for the first 6-8 weeks (full time). Once you have completed your  training you'll start hybrid working.

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

• *You’ll have the opportunity to participate in our annual, performance-related bonus plan (discretionary).
• 25 days holiday, plus bank holidays, 26 days after 2 years’ service. You can also buy and sell holiday.
• Generous pension contribution
• Life assurance x8 of base salary
• Private medical insurance
• Recommend L&G as a great place to work and earn money if someone you know joins us.
• A variety of company share schemes, discounts at a huge range of high street stores and on our own products.
• In 2023 we opened our new Cardiff office, Calon, and put our people at the heart of the incredible £1 billion investment L&G has made in the city. Designed for sustainability, wellbeing and connection, Calon is the perfect place to be if you want to combine an incredible workplace experience with working for a purpose-driven company!

What you'll be doing 

• You’ll be talking to colleagues and customers regularly. You’ll talk to customers on the phone as well as complete associated administrative tasks.  You will be responsible for managing your own caseload of sensitive claims. 
• Through proactive and reactive contact, you will use appropriate techniques to understand the customer’s needs and keep them updated via variety of channels, phone, email, messaging, correspondence and online. 
• 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. 
• Ensure all appropriate legislative, regulatory and internal process & procedure knowledge is fully understood. 
• Our Customer Care Consultants support customers during the entirety of the annuity lifecycle. They help setup annuities and support customers during their retirement journey.  You will be speaking to customers or their loved ones in the instance a claim needs to be made, due to serious illness or bereavement. You’ll put the customer at the heart of everything you do. 
• What’s an annuity? A fixed amount of money that customers will get every year for the rest of their life. 

Qualifications

What we are looking for 

The skills below are 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 and clients. 

• People who love helping people! 
• Strong communication and administration 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. 
• Confidence in using a desktop or laptop and experienced in using MS Office. 

Additional Information

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.