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Customer Service Consultant

Company Description

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

Recruiter: Clarice Wale [email protected] Internal Closing Date: 10/01/2025

 

Job Description

We’re recruiting for a Customer Service Advisor to join our Customer Application Support (CAS) team.

Our phone lines are open 9am-6pm Monday- Friday. You’ll work 35 hours during our opening hours. This position offers a unique work arrangement of working 3 days from home and 2 days in our Hove/Cardiff office.

Our Customer Service teams are made up of professionals from different backgrounds including call centre, retail, hospitality, and sales.

If you're passionate about providing exceptional customer service and enjoy helping people and solving problems then we'd love to hear from you.

What you'll be doing:

  • You’ll be working in one of our lively and dynamic contact centres, answering inbound phone calls from our customers and financial advisors about new life insurance applications and existing policies
  • You’ll provide customers with a first-class experience during every interaction
  • Given the nature of what we do, sometimes these calls can be emotive, so, we’re looking for people who are naturally caring, empathetic and resilient
  • Delivering a personable service to our customers, supporting our customers’ needs accurately on a right first time basis, ensuring next stages are understood and that any correspondence is effective and accurate
  • You’ll use our in-house systems to give our customers a positive experience whilst, maintaining compliance
  • Steer your own development; provide a great customer experience whilst helping you achieve your own career goals 
  • For our most vulnerable customers, you’ll ensure you consider their circumstances and needs and take additional steps to support them through their interactions with Legal & General

Qualifications

Who we're looking for:

  • People who love helping people! People who are straightforward, ambitious, authentic, collaborative, and purposeful
  • Strong communication skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls we receive, its important you’re authentic and empathetic
  • Customer service experience within the financial services, travel or retail sector is preferred but not essential. We will also consider candidates who haven’t got customer service experience, who have the natural strengths to thrive in this role
  • Passion for customer experience and getting things right first time
  • Confidence in using a desktop or laptop and experienced in using MS Office
  • The skills above are really important to us. Rest be assured, we will show you the L&G way. You’ll be in a full time office-based induction for a couple of weeks so, you’ll have the tools you need before you start helping our customers

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   
  • Private medical insurance (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 
  • There are the many discounts we offer – both for our own products and at a range of high street stores and online   
  • In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.

What You Should Know About Customer Service Consultant , LegalAndGeneral

At Legal & General, we’re excited to invite you to join our friendly team as a Customer Service Consultant in our vibrant Customer Application Support (CAS) division located in Central Square, Cardiff. This isn't just another job – it's an opportunity to play a vital role in supporting our customers' financial needs. If you have a passion for delivering exceptional service, enjoy problem-solving, and are naturally empathetic, this position is tailor-made for you! You’ll be working within a dynamic contact center environment, where each day brings a fresh set of challenges as you field inbound calls from our valued customers and financial advisors. Whether it’s discussing new life insurance applications or providing assistance with existing policies, you will help ensure every customer receives a top-notch experience. Flexibility is key, as this role allows you to work three days from home and two days in our Cardiff office during our operating hours of 9am to 6pm, Monday through Friday. With a team of professionals from various backgrounds, our goal is to create a supportive atmosphere that encourages you to grow in your career while making a real difference in our customers' lives. Your unique skills will be vital in navigating sometimes emotional interactions, where your caring demeanor will shine through and ensure we cater to all individual needs. Ready to embark on this rewarding journey? We can’t wait to see you thrive at Legal & General!

Frequently Asked Questions (FAQs) for Customer Service Consultant Role at LegalAndGeneral
What are the main responsibilities of a Customer Service Consultant at Legal & General?

As a Customer Service Consultant at Legal & General, your main responsibilities will include answering inbound calls from customers and financial advisors, providing assistance on life insurance applications and existing policies, and ensuring a first-class customer experience during every interaction. You will also need to demonstrate empathy and support for our most vulnerable clients while reliably using in-house systems to maintain compliance and accuracy.

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What qualifications are required for a Customer Service Consultant position at Legal & General?

To excel as a Customer Service Consultant at Legal & General, strong communication skills and a desire to help customers are essential. While customer service experience in the financial services, travel, or retail sectors is preferred, it is not mandatory. Candidates with strong interpersonal skills and a passion for delivering great service will thrive in this role. Familiarity with MS Office and a willingness to learn the L&G way during functional training are also important.

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What does the work environment look like for a Customer Service Consultant at Legal & General?

The work environment for a Customer Service Consultant at Legal & General is vibrant and team-oriented, located in the heart of Cardiff. You will be part of a dynamic contact center, engaging with a diverse group of professionals while enjoying a supportive atmosphere. The position offers a flexible hybrid work arrangement, combining both remote and in-office work, allowing for a healthy work-life balance.

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How does Legal & General support the development of its Customer Service Consultants?

Legal & General is committed to the personal and professional development of its Customer Service Consultants. You will receive a comprehensive induction to equip you with all the tools required to succeed, along with opportunities for career growth through mentoring and development initiatives. The organization encourages you to steer your own path and achieve your career goals while consistently providing great customer experiences.

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What benefits can a Customer Service Consultant expect from Legal & General?

As a Customer Service Consultant at Legal & General, you can expect to receive an attractive benefits package that includes performance-related bonuses, generous pension contributions, life assurance, private medical insurance, and at least 25 days of holiday per year. Additional perks include participation in the electric car scheme, discounts on products, and a fantastic workplace designed with employee wellbeing in mind.

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Common Interview Questions for Customer Service Consultant
Can you describe a time when you provided exceptional customer service?

When answering this question, focus on a specific example where you went above and beyond to meet a customer's needs. Use the STAR method (Situation, Task, Action, Result) to structure your answer clearly, emphasizing what you did and the impact it had on the customer.

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How do you handle emotionally charged situations with customers?

It’s crucial to demonstrate empathy and active listening skills. Explain how you remain calm, validate the customer's emotions, and reassure them that you're there to help. Share an example if possible, detailing how you successfully resolved the situation while maintaining professionalism.

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What strategies do you use to manage multiple calls and tasks efficiently?

Discuss your ability to prioritize tasks and how you stay organized. Mention specific tools or techniques you use, such as note-taking or flagging urgent concerns, and provide an example of a time when you successfully juggled multiple responsibilities.

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Why do you want to work for Legal & General as a Customer Service Consultant?

Express your passion for customer service and interest in Legal & General's commitment to customer care and social responsibility. Highlight how the company's values align with your own, and showcase your eagerness to contribute positively to its mission.

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How comfortable are you with technology in customer service roles?

Share your relevant experience with technology, such as using CRM systems or other software tools. Emphasize your adaptability in learning new systems, as well as your ability to provide technical support to customers when required.

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What qualities make you a good fit for the Customer Service Consultant role at Legal & General?

Reflect on attributes such as empathy, strong communication skills, and a genuine desire to help others. Connect these qualities to the specific demands of the role and provide examples of how you have demonstrated these traits in the past.

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How do you approach solving a customer's problem?

Describe your systematic approach to problem-solving. Emphasize your listening skills, your assessment of the customer's needs, and your commitment to finding a viable solution. Share an experience where you successfully resolved a customer's issue.

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What do you understand about the products and services offered by Legal & General?

Conduct research on the company's services and products, focusing on their commitment to providing financial security and support. Mention specific products like life insurance and their benefits, highlighting how your knowledge can enhance your contributions as a Customer Service Consultant.

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Can you give an example of how you’ve worked effectively in a team?

Provide a specific instance demonstrating your collaborative efforts with colleagues to achieve a common goal. Touch upon your role within the team, how you supported your peers, and the positive outcome of your teamwork.

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What motivates you to deliver excellent customer service?

Share personal values that drive your desire to help customers, such as empathy and commitment to making a difference in people's lives. You may also want to discuss how positive customer interactions inspire you to continually improve your service.

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