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. 

Would you like to build a career in pension operations while helping customers through an important financial process? We’re looking for hybrid Customer Experience Representatives to join our Transfers Out team in Cardiff. 

You do not need previous pensions experience or formal qualifications. We’ll provide full training, so what matters most is your attention to detail, confidence using computers and ability to communicate clearly in writing.

Salary £24,720. 

What you'll be doing:

• Managing an allocated queue of pension transfer cases
• Reviewing requests and supporting information for accuracy and completeness
• Processing transfer-out requests in line with agreed procedures
• Recording customer and case information accurately
• Preparing completed cases for authorisation
• Communicating clearly with customers and colleagues
• Identifying missing or incorrect information and taking appropriate action
• Following internal processes and regulatory requirements to support good customer outcomes

Who we're looking for:

• Strong written communication skills
• Excellent attention to detail
• Confidence using computers and learning new systems
• Ability to organise and prioritise your workload
• A responsible approach to handling customer information
• Willingness to follow processes and ask for support when needed
• A collaborative approach and the ability to build positive working relationships
• Commitment to delivering fair and accurate outcomes for customers

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

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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.