Legal & General
Customer Experience Representative
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Customer Experience Representative
Customer Experience Representative – Retail Operations
Company Overview
Legal & General (L&G) is a leading UK financial services group and major global investor. Since 1836, we’ve safeguarded people’s financial futures, striving to build a better society through our assets management, retirement solutions, and protection products. Our Retail business provides support to c.12.8 million policyholders and workplace members, helping them save, plan, protect, and enjoy retirement—either directly or via intermediaries and employers. We use the latest technology for highly personalised, efficient customer service.
Job Description
Are you someone who enjoys helping people, solving problems and keeping things organised? We’re looking for a Customer Experience Representative to join our Retail Operations team in a hybrid role, offering a salary of £24,720.
Key Responsibilities
✔ Supporting clients, brokers, and customers via phone, email, webchat, and written correspondence ✔ Balancing administration tasks and phone-based support—adapting flexibly as business needs evolve ✔ Providing accurate, clear, and timely information to guide customers through their options ✔ Maintaining precise records of customer and broker interactions in internal systems ✔ Ensuring all responses comply with internal processes, regulatory requirements, and Consumer Duty standards ✔ Handling queries, complaints, and escalations with empathy and sound judgement ✔ Collaborating internally to resolve issues and improve customer journeys ✔ Sharing insights and suggesting process improvements to enhance service quality
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Person Specification
"Who We're Looking For"
- Experience in customer service, administration, contact centres, or customer-facing roles
- Confidence in engaging with customers, brokers, or external contacts over the phone
- Strong written and verbal communication skills
- Meticulous attention to detail with a commitment to accurate record-keeping
- Ability to prioritise tasks and manage workloads in a fast-paced environment
- Eagerness to learn new systems and adapt to evolving ways of working
- A collaborative mindset with the ability to build strong working relationships
- A genuine interest in delivering fair, positive, and well-informed customer outcomes
Benefits (Because We Value Your Wellbeing)
We offer a comprehensive package that supports both career growth and personal needs:
- Performance-related bonuses and attractive share schemes
- Generous pension contributions (p правительства)
- Life assurance
- Healthcare Plan (permanent employees only)
- At least 25 days holiday + public holidays (26 days after 2 years’ service), with holiday buy/sell
- Competitive family leave
- Electric car scheme (tax-efficient salary sacrifice for permanent roles)
- Discounts on our products and a range of high-street/online retailers
- Sustainable workplaces—all UK offices designed to meet our net-zero carbon target by 2030
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Our Culture & Commitment
At L&G, we believe positive progress can safeguard both returns and a better, shared future. By joining us, you’ll become part of: 🔹 An inclusive culture that values diversity of backgrounds, perspectives, and experiences 🔹 A workplace guided by leaders with integrity who prioritise your growth and well-being 🔹 Initiatives that empower career development through learning and mentorship
Flexible working is fostered across roles (part-time, term-time, job shares). While some positions have fixed operating hours, we prioritise outcomes over attendance and accommodate arrangements when possible.
Postscript: "It’s not about meeting every criterion—it’s about the strengths you bring to our purpose."
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