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Job description

    Company Info

    We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that's thanks to the talented and dedicated people who work with us. For us, 'social responsibility' is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you'll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

    Department Info

    At Legal & General Insurance we look after our customers throughout life, death and everything in between so that you know that everything that's important to you is protected. With over 180 years' experience in providing Insurance policies, our customers trust us to be there and to do the right thing.

    We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

    Job Duties

    Manage customer contact, across a range of customer processes, ensuring the majority of requests are dealt with on a one-stop basis and referrals are managed and resolved to secure a comprehensive and efficient service where the customer is treated fairly and that a positive relationship is built with them so that they continue to stay with us.

Before you apply, we encourage you to learn more about Legal & General

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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Pro-actively manage relationships with Customers, IFA's and internal departments, especially around key events in Customer Applications Support and Customer Service, through professional communication, promotional activity and resolving service issues where possible at first point of contact.

Continually improve customer processes by seeking regular feedback and raise issues and areas of concern so that tangible improvements can be recommended. Support the implementation of subsequent changes, to ensure that operational efficiencies and improvements in service are delivered and measured.

Support opportunities to retain business, by understanding fully what a customer is asking for and providing a tailored response or passing a lead through to the appropriate sales channel via the agreed process.

Undertake complaint handling following defined processes to their conclusion or recognise the appropriate point at which to hand over to others.

Maintain a good knowledge and understanding of legislative and regulatory requirements, e.g. breach knowledge and adherence to L&G Company Policy and Procedures, including following L&G TCF policy, to minimise risk to L&G and its customers.

Actively work on own development to ensure you are consistently demonstrating company values and capabilities resulting in improved skills and knowledge in products and processes, which will benefit the quality of service provided to customers.

To identify customer needs and providing sales through service.

Talking confidently about products and services that Legal and General offer at every opportunity.

Skills Required

Previous Customer Services experience

Good Communication skills

Computer literate

Ability to work within a fast paced, changing environment

Ability to work to targets


Good knowledge of past and present Products, and the purpose of the products. In addition ensure that knowledge is acquired and maintained on new product propositions. This will include all Protection products.


Good knowledge of a range of processes Customer Applications Support, Customer Service, claims, risk and reconciling monies. This will include Protection products.

Has an awareness of the Financial impact processes have both to L&G and to the customer, taking appropriate action as a result.


Good knowledge of appropriate systems i.e. Mainframe, OLPC, OLP, LEC, Intranet, CUPID, Eg, MoneyOut, CCS etc


Knowledge of key customer events, and market conditions


Understands the impact of regulatory issues, complies with them, and raises any concerns around processes.


Has a knowledge of the key responsibilities and processes in the area and an awareness of what other areas deal with.


Fully understands the importance of collating and recording accurate information about process performance and the measures used to determine the success of the area. This can be internal or external management information


Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days' (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more information, contact Rachel.Varney@landg.com

Job Sector
Customer Service
Job Position
Customer Service Advisor
Cardiff, UK Show on map
Post date
Closing date

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