Legal & General
Customer Service Advisor
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Customer Service Advisor
Location: Hove
Contract: 6 months
Work Setup: Hybrid - 2 days in the office
Who We Are
Legal & General is a leading UK financial services company offering insurance, pensions, investments, and retirement solutions, with a focus on innovation and responsible investing. The company fosters a collaborative, inclusive environment where employees can grow, make an impact, and be rewarded for their contributions.
What You'll Do
- Deliver an efficient, member-focused claims service by determining how each pension scheme operates, carrying out accurate calculations and explaining scheme benefits clearly to achieve excellent customer outcomes.
- Maintain and perform regular quality checks against the prescribed QA framework to review outcomes, identify foreseeable harm and ensure continuous improvement.
- Provide tailored communications that enable customers to understand the information, any actions they must take, and when to seek financial advice or additional support.
- Plan and deliver targeted training so staff understand their obligations to act in good faith, communicate clearly and support customers appropriately.
- Act as the team's technical expert and Society contact for sensitive or priority schemes; interpret, apply and keep up to date with pensions legislation and HMRC practice.
- Prioritise and manage claims and complaints workflows to ensure timely, accessible service; accurately record activity and produce reliable management information.
- Embed conduct risk principles in daily operations by designing and following business processes and internal controls that consistently deliver good customer outcomes.
- Proactively protect and enable customers, with particular focus on avoiding foreseeable harm and supporting vulnerable customers through appropriate adjustments and clear guidance.
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What You Bring
- Previous customer service experience in a professional or financial-services environment preferred.
- Experience with strong admin/case management skills and call centre experience handling inbound/outbound enquiries to meet service targets.
- Proven ability to explain information clearly and concisely to customers, adapting tone and detail to the audience.
- Understanding of good customer outcomes and conduct principles, with commitment to acting in customers' best interests.
- Strong verbal and written communication skills, including the ability to identify when customers need escalation or additional support.
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What's Next
If you are ready to take the next step, apply now! Successful applicants will be contacted directly by a recruiter to discuss the role more.
We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at adjustments@robertwalters.com to discuss how we can support you.
This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.
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