Pensions Customer Service Consultant

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.

Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.

Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023.

Across our retail and institutional retirement businesses, we look after more than 1 million customers, around 700,000 of whom are institutional customers who have had their retirement benefits secured with us.

We’re recruiting for a Pensions Customer Service Consultant to join us in our retirements team on a permanent basis. Supporting members and their families through bereavement-related processes with empathy, accuracy, and professionalism.

In this role, you’ll be the first point of contact for individuals navigating pension claims following a bereavement. You’ll handle inbound calls with care, provide clear guidance on death payments and quotes, and ensure all administrative tasks are completed with precision. Whether you’re processing bereavement claims or interpreting scheme benefits, your work will directly impact the lives of our members and help deliver meaningful outcomes.

• Ensure customers have sufficiently tailored information to enable them to understand what is being communicated, including any action they need to take or when advice or further support may be required.
• Organise and manage the provision of service to give sufficient priority and opportunity to customers wishing to submit a claim or make a complaint.
• Responsible for providing an efficient claims service to individual scheme members, intermediaries and Trustees by establishing how each pension scheme operates. Carrying out calculations, interpreting and communicating the scheme benefits in a way that ensures excellent customer outcomes are achieved at every step.
• Accurately record workflow on to the appropriate system maintaining effectiveness, efficiency and perform quality checking according to the prescribed QA framework for the role ensuring accurate management information.
• Act to deliver good outcomes for customers, ensure we avoid foreseeable harm to customers, enable and support customers, especially those with vulnerable characteristics.
• Ensure that all business processes and internal controls within your role are designed and performed in a way that delivers good customer outcomes and demonstrates effective management of conduct risk.

• Pension knowledge desirable.
• Strong attention to detail.
• Positive attitude and willingness to learn.

• 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).
• We offer a range of discounts on both our own products and at a variety of high‑street stores and online.
• In 2023, some of our work spaces were redesigned. Our offices are great spaces to…