Customer Service Advisor - Life Insurance

TL;DR

Customer Service Advisor (Life Insurance): Helping customers with queries, complaints, and needs in a telephony environment with an accent on vulnerability support and excellent outcomes. Focus on using systems to deliver service, guiding to products, and driving personal development.

Location: Hybrid - 50% time in Cardiff office, Monday to Friday, latest finish 6pm

Salary: £24,720 starting, increasing to £25,220 within 6 months and £25,720 within 12 months

Company

Leading UK financial services group and major global investor in retirement and protection solutions, including life insurance.

What you will do

• Handle customer queries and complex complaints via telephony, ensuring great outcomes.
• Provide best support for vulnerable customers.
• Use systems and processes to deliver excellent service.
• Guide customers to suitable products and services.
• Drive your own development with team support.
• Share feedback to improve customer experience.

Requirements

• Must work hybrid with 50% time in Cardiff office.
• Customer service experience (e.g., hotel, café, retail, sales, call centre) or natural people skills.
• Strong communication skills with empathy and dedication.
• Comfortable with office technology and MS Office.

Culture & Benefits

• Performance-related bonus and share schemes.
• Generous pension, life assurance, healthcare plan.
• 25+ days holiday plus public holidays, buy/sell option, competitive family leave.
• Electric car scheme, discounts on products and stores.
• Modern offices focused on wellbeing and collaboration.
• Flexible working options discussed, inclusive culture.

Hiring process

• Full induction on L&G way.
• Assessment centres in May 2026, start in July 2026.
• Match to team based on personality and strengths.