Customer Experience Advisor: Pensions Helpline: start date tbc

Job Summary by the careerbalance.co.uk Team:

42Job Description: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.
Recruiter: Internal Closing Date: 18.07.24
Job Description
We’re recruiting for a Customer Experience Advisor to join our Workplace Pensions Helpline team with a starting salary of £22,000-£23,000.
Our phone lines are open 8am-7pm Monday- Friday. You’ll work 35 hours during our opening hours working 3 days from home and 2 days in our Cardiff office.
Our Customer Service teams are made up of professionals from different backgrounds including call centre, retail, hospitality, and sales.
What you’ll be doing:
Helping our customers every day. You’ll be working in our Workplace Pensions Helpline contact centre, taking inbound phone calls from existing customers
This team support customers who have saved into their pension for a long time, in preparation for retirement
What is a workplace pension? A way of saving for retirement through contributions deducted directly from your wages. Employers can also make contributions through the scheme
You’ll provide customers with a first-class experience during every interaction
Given the nature of what we do, sometimes these calls can be emotive, so, we’re looking for people who are naturally caring, empathetic and resilient
Offering support and feedback to other colleagues, contributing to a highly motivated, straightforward, and collaborative culture
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
Qualifications
Who we’re looking for:
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 and clients
People who love helping people! People who are straightforward, ambitious, authentic, collaborative, and purposeful
Strong communication and administration skills and passion to support customers, whatever their personal circumstances
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:
‘Colleagues are given a platform to build a career within a big and successful company, where you really matter. People progress into underwriting, claims, HR, management, quality and IT just to name a few!’
‘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 in 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:
The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
Generous pension contribution
Life assurance
Private medical insurance (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
There are the many discounts we offer – both for our own products and at a range of high street stores and online
In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart
Additional Information
Legal & General is a leading financial services organisation, 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’re one of the world’s largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.
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 strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. 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.
If you’re open to find out more, we’d love to hear from you.Location: Cardiff