Customer Service Advisor - LCS

at  LegalAndGeneral

Company Description
Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.
Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.
We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.
Joining us means helping create brighter financial futures for all our customers.
Recruiter: Clarice Wale clarice.wale2@landg.com Internal Closing Date: 06/12/2024
Please note the start date for this job will be January and assessment centres will be held end of November 2024.
Job Description
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% homebased 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 customer 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:

• 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
• 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
• 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
• You’ll use our in-house systems to give our customers a positive experience whilst, maintaining compliance
• Proactively share feedback and solutions on how we can improve our service, products and processes and offering support to other team members
• Identify, analyse and resolve customer complaints and completing investigations on these
• 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
• Steer your own development; provide a great customer experience whilst helping you get to where you want to get to in your career

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
• People who love helping people! People who are straightforward, ambitious, authentic, collaborative, and purposeful
• Strong communication 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
• 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
• Passion for customer experience and getting things right first time
• Confidence in using a desktop or laptop and experienced in using MS Office

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 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 discussing 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

What you’ll be doing:

• 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
• 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
• 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
• You’ll use our in-house systems to give our customers a positive experience whilst, maintaining compliance
• Proactively share feedback and solutions on how we can improve our service, products and processes and offering support to other team members
• Identify, analyse and resolve customer complaints and completing investigations on these
• 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
• Steer your own development; provide a great customer experience whilst helping you get to where you want to get to in your caree

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 hear