Customer Experience Representative

Legal & General (L&G) is a leading UK financial services group and major global investor. 

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.  

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. 

Who we are  

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. 

Job Description

Are you someone who enjoys speaking with customers, listening carefully and helping to make things clearer? We’re looking for Customer Experience Representatives to support our existing customers in our team in Cardiff . This full time role is on a hybrid basis and attracts a salary of £24,720.

This is a customer service role focused primarily on inbound calls, with no sales responsibility. You’ll help customers by understanding what they need, providing accurate information and taking ownership of their query.

What you'll be doing:

• Handling inbound customer calls in a friendly, professional and confident way
• Listening to customers and understanding their individual needs
• Providing accurate information and working towards positive customer outcomes
• Taking ownership of queries and working with colleagues to resolve them
• Recording customer information accurately across relevant systems
• Following internal processes and applicable customer and regulatory requirements
• Identifying and responding appropriately to complaints or customer concerns
• Sharing feedback and ideas that could improve the customer journey

Who we're looking for:

• A genuine commitment to providing a positive customer experience
• Clear and confident verbal communication skills
• Strong listening skills and the ability to adapt to different customers
• Excellent attention to detail
• The ability to learn and work across different systems
• Good organisation and the ability to prioritise customer queries
• A responsible approach to following processes and recording information
• A collaborative, flexible and supportive approach to working with other

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

Additional Information

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.