Customer Experience Advisor

Job Description

We’re looking for a Customer Experience Advisor to join our Workplace New Business & Payroll (Client Services) team in Cardiff. This is a predominantly admin-based role supporting pension schemes with contribution queries, payment reconciliation and member pension updates, with a small element of inbound and outbound calls as part of the wider service.

It’s a great opportunity for someone who enjoys organised, detail-focused work and takes pride in providing effective support to schemes. This is a permanent, hybrid position with one day a week in the office and flexible working hours between 7:30am and 5:30pm Monday to Friday. You’ll work 35 hours a week, with a starting salary of £25,000.

What you'll be doing:

• Providing day-to-day administrative support across pension scheme servicing activities
• Responding to queries by email and delivering a high standard of service
• Handling a small number of inbound and outbound calls to support schemes and provide updates
• Using spreadsheets and internal systems to reconcile payments and maintain accurate records
• Supporting schemes with queries relating to pension contribution submissions
• Updating schemes on the status of members’ pensions and resolving general enquiries
• Recording customer information accurately across multiple systems and processes
• Following internal procedures and regulatory requirements to deliver accurate and efficient outcomes

Who we're looking for:

• Strong administrative experience, ideally in a busy operational or customer service environment
• Good Excel and spreadsheet skills, with confidence working across multiple systems
• Excellent attention to detail, particularly when working with payments, records or data
• Strong written communication skills and a professional approach to email handling
• Confident verbal communication skills for occasional inbound and outbound calls
• Good organisation and prioritisation skills, with the ability to manage a range of queries effectively
• A customer-focused mindset and a practical approach to problem-solving
• Experience in pensions, payroll or financial services administration would be helpful, but is not essential

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are many discounts we offer – both for our own products and at a range of high street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience

Additional Information

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.