Customer Service Representative
Posted 3 days ago by Legal & General
Negotiable
Undetermined
Hybrid
Cardiff, Wales, United Kingdom
Summary: The Customer Service Representative (Bereavements) role at Legal & General involves delivering exceptional customer service while managing bereavement claims. The position requires strong communication skills and the ability to handle sensitive situations with empathy. The role is office-based for the first six weeks, transitioning to a hybrid model thereafter. It offers a three-month contract with the potential for extension.
Key Responsibilities:
- Deliver outstanding, personalised customer service across multiple channels including telephony, email, webchat, and written correspondence.
- Manage bereavement claims end-to-end, ensuring policies are closed accurately and payments are processed in line with internal procedures.
- Ensure full compliance with regulatory and legislative requirements, following internal processes and reporting any breaches in line with policy.
- Take ownership of customer outcomes, collaborating with colleagues and SMEs to resolve queries and deliver high-quality, tailored support.
- Identify, prioritise, and resolve complaints, using customer feedback to improve processes and enhance the overall customer journey.
- Maintain accurate records and workflow systems, ensuring timely progression of cases and effective management of complex information.
- Apply strong product and operational knowledge to support informed customer decision-making in line with consumer duty principles.
Key Skills:
- Strong customer service and telephony experience, with the ability to communicate confidently and professionally in sensitive situations.
- Demonstrates resilience and empathy when handling emotionally challenging conversations, including bereavement-related matters.
- Excellent attention to detail with strong analytical skills and the ability to accurately record and report customer information.
- Experience working in regulated environments such as financial services, banking, insurance, utilities, or complaints handling.
- Strong organisational skills with the ability to prioritise and manage multiple queries effectively while maintaining service quality.
- Good written and verbal communication skills.
- Adaptable and quick to learn.
Salary (Rate): undetermined
City: Cardiff
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Customer Service Representative (Bereavements)
Location: Cardiff (6 weeks office based; 2 days in office after training)
Contract: 3 months with potential extension
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 outstanding, personalised customer service across multiple channels including telephony, email, webchat, and written correspondence.
- Manage bereavement claims end-to-end, ensuring policies are closed accurately and payments are processed in line with internal procedures.
- Ensure full compliance with regulatory and legislative requirements, following internal processes and reporting any breaches in line with policy.
- Take ownership of customer outcomes, collaborating with colleagues and SMEs to resolve queries and deliver high-quality, tailored support.
- Identify, prioritise, and resolve complaints, using customer feedback to improve processes and enhance the overall customer journey.
- Maintain accurate records and workflow systems, ensuring timely progression of cases and effective management of complex information.
- Apply strong product and operational knowledge to support informed customer decision-making in line with consumer duty principles.
What You Bring
- Strong customer service and telephony experience, with the ability to communicate confidently and professionally in sensitive situations.
- Demonstrates resilience and empathy when handling emotionally challenging conversations, including bereavement-related matters.
- Excellent attention to detail with strong analytical skills and the ability to accurately record and report customer information.
- Experience working in regulated environments such as financial services, banking, insurance, utilities, or complaints handling.
- Strong organisational skills with the ability to prioritise and manage multiple queries effectively while maintaining service quality.
- Good written and verbal communication skills
- Adaptable and quick to learn
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.