Customer Experience Advocate (Pensions/SIPP)

Location: Cardiff, United Kingdom; hybrid

Salary: £30,000 per year

Company

Legal & General is a UK financial services group and global investor providing retirement, protection, pension, and insurance solutions.

What you will do

• Administer SIPP contracts across the complete customer journey, from onboarding and investments to trading and transfers.
• Place investment trades accurately in line with regulatory controls.
• Respond to customer queries by telephone and other agreed channels.
• Resolve complex cases, escalations, exceptions, and complaints, including support for vulnerable customers.
• Maintain current pensions, product, and regulatory knowledge while coaching colleagues and sharing best practices.
• Identify trends and recommend customer, process, or system improvements.

Requirements

• Practical experience in pensions, SIPP administration, or a closely related regulated financial services environment.
• Working knowledge of pensions and the relevant regulatory framework.
• Experience delivering high-quality customer service and handling complex queries through to resolution.
• Strong attention to detail and experience working within quality and compliance controls.
• Clear communication skills, including the ability to explain technical information simply.
• Collaborative approach with confidence supporting and sharing knowledge with colleagues.

Nice to have

• Experience with trading, transfers, complaints, or paraplanning.

Culture & Benefits

• Annual performance-related bonus plan and share schemes.
• Generous pension contribution and life assurance.
• Healthcare Plan for permanent employees.
• At least 25 days of holiday plus public holidays, increasing to 26 days after two years, with the option to buy and sell holiday.
• Family leave, electric car scheme, and discounts on company products and selected retailers.
• Inclusive culture with opportunities for collaboration, career development, and flexible working discussions, including part-time and job-share options.