Customer Experience Advisor (Pensions)

Location: Hybrid in Cardiff, UK — 2 days per week in the Cardiff office and 3 days from home

Salary: £24,720 per annum; 35-hour working week

Company

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

What you will do

• Handle inbound calls from pension scheme members and Independent Financial Advisers.
• Process member and IFA correspondence, including requests supported by signed letters of authority.
• Support requests for tax certificates, benefit statements, personal-detail updates, and pension changes.
• Provide clear information to customers considering changes to their pensions.
• Record customer information accurately across relevant systems.
• Identify and escalate complaints, risks, and issues while following internal processes and regulatory requirements.

Requirements

• Experience providing helpful and professional customer service.
• Strong written and verbal communication skills and confidence handling inbound telephone enquiries.
• Excellent attention to detail and the ability to manage multiple queries and priorities.
• Confidence learning and working across different systems.
• A collaborative approach and willingness to support changing business needs.
• Previous pensions, insurance, or financial services experience is helpful but not essential.

Culture & Benefits

• Full training is provided.
• Annual performance-related bonus plan and share schemes.
• Generous pension contribution, life assurance, and a healthcare plan for permanent employees.
• At least 25 days of holiday plus public holidays, with the option to buy and sell holiday.
• Family leave, an electric car salary-sacrifice scheme for permanent employees, and retail discounts.
• Inclusive culture with career development opportunities and flexible working options, including part-time work and job shares where business needs allow.