Customer Experience Adviser - Sensitive Claims

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. 

If you enjoy working collaboratively, adapting to different tasks, and making a real difference to customer outcomes, this could be the role for you.   As a Customer Experience Advisor in our Sensitive Claims team, you’ll play a key role in supporting our Retail Operations by building trust, showing empathy, sharing knowledge, and ensuring every interaction leaves customers feeling valued and understood.  This role attracts a salary of £24,720.

What you'll be doing:

• Delivering outstanding customer experiences across telephony, email, and written correspondence

• Complying with regulatory and internal processes to protect customers, colleagues, and the business

• Taking ownership of customer interactions and collaborating with colleagues to deliver personalised outcomes

• Identifying, prioritising and resolving complaints while learning from feedback

• Spotting opportunities to improve processes and enhance the customer journey

• Using in‑depth product and system knowledge to support customers and colleagues

• Providing customers with timely, relevant information to help them make effective financial decisions

• Working flexibly across teams when required to meet customer needs

Who we're looking for:

• Strong understanding of different customer types and how their needs may vary.  Due to the sensitive nature of these conversations we are looking for individuals with a caring and compassionate nature

• Excellent attention to detail and the ability to record and report information accurately

• Confidence in learning and adapting to multiple systems and processes

• Proven ability to prioritise and manage queries effectively

• Strong written and verbal communication skills

• Good commercial awareness and sound judgement

• Ability to build effective relationships and influence a wide range of people

• A collaborative mindset with flexibility to support different teams when needed

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

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.