Customer Service Representative (Bereavements)

Customer Service Representative (Bereavements)

Location: Cardiff

Role Type: Contract - 3 months with potential extension

Work Setup: Hybrid (6 weeks office based; 2 days in the office after training)

Who We Are

Legal & General is a UK-based financial services company offering insurance, pensions, investment management, and retirement solutions. It supports individuals and institutions in building long-term financial security and managing assets globally.

What you bring

• Previous experience in customer service, ideally within a regulated environment such as financial services or utilities.
• Knowledge or experience of pensions or annuities would be highly desirable.
• Experience supporting bereaved clients or customers would be an advantage, we are equally interested in candidates who can demonstrate empathy, compassion and strong customer service skills
• Strong administrative and analytical skills, with excellent attention to detail and the ability to manage accurate customer records.
• Experience handling inbound and outbound telephone calls, ideally within a contact centre or telephony-based customer service environment.
• Excellent written and verbal communication skills, with the ability to handle sensitive customer conversations with empathy and professionalism.
• Ability to prioritise workloads, manage multiple queries, and work effectively while maintaining high standards of accuracy and customer service.

What you'll do

• Deliver exceptional customer service across multiple channels, including inbound and outbound calls, email, webchat, and written correspondence, ensuring customers receive timely, empathetic, and effective support.
• Provide compassionate support for bereavement claims, handling sensitive conversations with customers and families, managing policy closures, and ensuring payments are processed accurately.
• Manage claims administration activities, including updating workflow systems, inputting missing data, maintaining accurate records, and ensuring claims progress efficiently through the pipeline.
• Build trust and confidence by developing strong product knowledge, providing clear information, and supporting customers in making informed decisions in line with Consumer Duty requirements.
• Take ownership of customer queries and complaints by identifying solutions, resolving issues, and working collaboratively with colleagues to improve customer outcomes and processes.
• Follow regulatory requirements and internal procedures while identifying opportunities to enhance efficiency, improve customer journeys, and maintain high standards of service delivery.

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 (see below) 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.