Customer Experience Advisor - Pension and ISA Team

Location: Cardiff, United Kingdom; hybrid

Salary: £24,720 per year

Company

Leading UK financial services group providing retirement, protection, pension, and investment solutions to individual and workplace customers.

What you will do

• Deliver customer service across phone, email, webchat, and written correspondence.
• Understand customer needs and provide clear, relevant information about their queries.
• Follow internal processes and regulatory requirements while recording information accurately.
• Handle and resolve complaints, identifying improvements to customer journeys and processes.
• Collaborate with colleagues and wider teams to deliver positive customer outcomes.
• Share knowledge and support consistent service delivery.

Requirements

• Experience in customer service, ideally within financial services, pensions, or ISAs.
• Strong written and verbal communication skills.
• Excellent attention to detail and accurate customer information management.
• Confidence managing queries, prioritising workload, and balancing customer needs.
• Ability to learn new systems and adapt to different ways of working.
• Good judgement, process discipline, and a collaborative approach in a regulated environment.

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, with options to buy and sell holiday.
• Family leave, electric car salary-sacrifice scheme, and retail discounts.
• Inclusive culture with career development opportunities and flexible working options, including part-time work and job shares where possible.