Customer Experience Representative – Life Insurance

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. 

Job Description

As a Customer Experience Representative, you’re the reassuring expert that brings L&G to life. You’ll be helping customers with their products, yes. But more than that, you’ll be part of a team that obsesses over its customers. How?

• You have ownership to meet your customer’s needs – you don’t need to ask for permission
• Your feedback improves the customer’s experience – see something you don’t like? Tell us!
• We’ll measure your success on delivering great customer outcomes, not traditional metrics

Customer Experience Representative – Life Insurance

In this job, you’ll help customers on the phone or webchat. Most often you’ll help insurance customers to update, change or pay for their policies.

We work in a hybrid way, with 50% of our time in our Cardiff office. It’s Monday to Friday, and the latest you’ll finish is 6pm.

We’ll pay you £23,000 starting. Do well for your customers, and this could increase to £25,500 within 18 months!

This job starts in April 2025, with assessment centres being held in March. Reach out to Wendy.Evans@landg.com with any questions.

What you’ll be doing:

• You’ll thrive on helping your customers achieve what they need. From simple queries to complex complaints, either on the phone or in writing.
• You’ll ensure vulnerable customers get the best support.
• You’ll use our systems and processes to deliver excellent customer outcomes.
• You’ll guide your customers to our other products and services that meet their needs.

You’ll drive your own development which we’ll partner with you on.

Qualifications

Skills and Experience:

When you start, we’ll give you a bells-and-whistles induction on the L&G way. These skills are what we’re looking for you to bring to the table:

• Customer service skills. That could be in a hotel, a café, in retail, sales or a call centre. Or you might just have the natural skills but haven’t worked them yet. As long as you can show us you love people and put them first, we’d love to hear from you!
• Strong communication skills. It’s not just a cliche – we want you to be able to speak to each of your customers as individuals, in their preferred way. Showing empathy and dedication in a way that’s true to you is a recipe for success!
• Office technology skills. You’re happy using a laptop/ desktop and have experience with MS Office software

We’ll give you all this on top of your salary:

• An annual, performance-related bonus plan
• Generous pension contribution
• Life assurance
• Private medical insurance if you’re a permanent employee
• At least 25 days holiday, plus public holidays. This rises to 26 days after 2 years. There’s also the option to buy and sell holiday
• Competitive family leaveYou’ll also have the option to save even more:
• You can take advantage of valuable share schemes
• An electric car scheme where you can hire a brand-new electric car and save tax at the same time
• There are the many discounts we offer – both for our own products and at a range of high street stores and online

But don’t take our word for it: hear from some of the people you could be working with, and apply today.

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.

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