Customer Service Advisor – Life Insurance

Company Description

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

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

• 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!

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 £24525 starting. Do well for your customers, and this could increase to £25,525 within 12 months!

This job starts in January 2026, with assessment centres in November 2025.

Internally, this role maybe called something different, depending on which team you join. We’ll work with you on which department compliments your personality and strengths best.

What you’ll be doing:

• You’ll thrive on helping your customers achieve what they need. From simple queries to complex complaints in a telephony environment
• 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

Who we’re looking for:

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.

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 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

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, 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, term-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.

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, term-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.

Read Full Description