Customer Experience Advisor Sensitive Claims

Were looking for empathetic and customer-focused people to join our Sensitive Claims team in Cardiff.

This is a role where the way you communicate really matters. Youll support customers who may be dealing with difficult or sensitive circumstances taking the time to understand their needs and helping them reach the right outcome.

You dont need to have worked in financial services before. What matters most is your ability to listen communicate clearly remain calm and treat every customer as an individual. If you have experience in care support work or working with vulnerable customers that would be helpful but it is not essential.

This hybrid role attracts a salary of 24720.

What youll be doing:

• Supporting customers through sensitive and potentially complex conversations
• Delivering positive outcomes across telephone and administrative activity
• Listening carefully and adapting your approach to each customers circumstances
• Recording information accurately and maintaining strong attention to detail
• Taking ownership of customer queries and working with colleagues to resolve them
• Following internal processes and relevant customer service standards
• Identifying and responding appropriately to customer complaints
• Sharing feedback and ideas to improve processes and the customer journey

Who were looking for:

• Experience of delivering good customer service or supporting people with different needs
• The empathy and confidence to handle sensitive conversations
• Excellent verbal and written communication skills
• Strong listening skills and the ability to build trust
• Good attention to detail and accurate record-keeping
• The ability to prioritise your workload and take ownership of customer queries
• Confidence learning new systems processes and product information
• Care support work or vulnerable-customer experience 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. Theres 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
• Were creating netzero carbon workplaces by 2030 by investing in our sustainable modern offices across the UK all designed to bring people together and elevate the inperson experience

Additional Information :

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

If you join us youll 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 and job shares. Although some roles have limited flexibility due to customer demand we accommodate requests when we can. 

It doesnt matter if you dont 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. 

Remote Work :

No

Employment Type :

Full-time