Customer Experience Representative

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 this role, you’ll support customers, brokers and clients through a mix of phone-based conversations and administration work. The balance of calls and admin may change depending on business needs, so you’ll need to be flexible, organised and comfortable moving between different types of work.

You’ll play an important part in delivering clear, helpful and positive customer outcomes, while following the right processes and regulatory requirements.  This hybrid role attracts a salary of £24,720.

What you'll be doing:

• Supporting customers, brokers and clients through phone, email, webchat and written correspondence
• Managing a mix of administration and phone-based work depending on business needs
• Providing clear, accurate and timely information to help customers understand their options
• Recording customer and broker information accurately across internal systems
• Following internal processes, regulatory requirements and Consumer Duty expectations
• Handling queries and complaints with care, ownership and good judgement
• Working with colleagues across Retail Operations to resolve issues and improve outcomes
• Sharing knowledge and suggesting improvements to make the customer journey better

Who we're looking for:

• Experience in customer service, administration, contact centre or another customer-facing role
• Confidence speaking with customers, brokers or external contacts over the phone
• Strong written and verbal communication skills
• Excellent attention to detail and accurate record keeping
• Ability to prioritise tasks and manage queries in a busy environment
• Comfortable learning new systems and adapting to different ways of working
• A collaborative approach and the ability to build effective working relationships
• An interest in delivering fair, positive and well-informed customer outcomes

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.