Customer Service Consultant ( Administration)

Hove, East Sussex
02 Nov 2018
30 Nov 2018
Contract Type
Full Time

We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, ‘social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

At Legal & General Insurance we look after our customers throughout life, death and everything in between so that you know that everything that’s important to you is protected. With over 180 years’ experience in providing Insurance policies, our customers trust us to be there and to do the right thing

Job Summary:

Within the Insurance Division we are currently recruiting for several Customer Service Advisors to join teams within our Customer Service Administration and First Contact areas; both based in Hove. The roles will be predominantly Admin focussed but include an element of telephone support.

In this role, we are looking for talented individuals to join us in achieving our goal to make life better by inspiring more people to protect their lifestyles. We have a strong team ethos where we work together to achieve the best for the customer.


Job Duties

Key Responsibilities:

•In this role, you will be expected:

•To process your team’s work in accordance with business requirements; adhering to agreed timelines, quality levels and providing our customers within the desired outcome within agreed service levels

•To take ownership of detailed enquiries and potential complaints relating to our customers’ Life policies; ensuring that their valuable cover is explained and retained and that you effectively manage what’s important to them.

•To obtain and secure all information that we require so that it is actioned correctly to agreed standards; ensuring that the highest level of customer satisfaction is consistently maintained.

•To demonstrate excellent written skills as well as an outstanding telephone manner and clear willingness to speak to our customers; ensuring the delivery of a fast, effective and technically excellent response.

•To understand and explain trust and title documents, connecting with our customers so that they have peace of mind that their policies provide them with all their needs.

•To offer support, advice and assistance to other members of the team, thereby contributing to a highly motivated, enthusiastic and efficient team ethos and, together, make our customers’ experience as easy as possible and one that they can be delighted with each and every time.

•To ensure the processes and procedures defined above are practiced in order to achieve the customer outcomes defined by the FCA. To truly lead like you mean it and ensure that customers are treated fairly in line with L&G’s Customer Experience programme and TCF policy.



•An outgoing nature and be confident on the phone.

•Passion for dealing with customers and putting them at the heart of everything you do.

•Motivated to deliver great service and have high standards.

•A talent for making customers feel special.

•Empathy – able to relate to our customers.

•Attention to detail and being familiar with meeting Quality standards

•Brilliant listening skills.

•Confidence when working alone but you will also love working in a team environment.

•Strong IT and written skills.

•Previous administration experience desirable but not essential.


Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

We are looking at a start date of January 2019 and there will be 4-6 weeks training which you will need to attend. Therefore we wouldn’t be able to accommodate any holidays during this time.

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