Customer Experience Advocate

About this role

Are you experienced in pensions or SIPP administration and comfortable working in a regulated customer service environment? We’re looking for a Customer Experience Advocate to join our Workplace Personal Savings team. You’ll support customers across the full SIPP journey, from onboarding and investments through to trading, transfers and complex queries. What you'll be doing: Administering SIPP contracts across the end-to-end customer journey Placing investment trades accurately and in line with regulatory controls Supporting customer onboarding, investments and share transfers Responding to customer queries by telephone and through other agreed channels Resolving complex cases, escalations, exceptions and complaints Maintaining up-to-date pensions, product and regulatory knowledge Coaching colleagues and sharing technical knowledge and best practice Identifying trends and recommending customer, process or system improvements Who we're looking for: Practical experience within pensions, SIPP administration or a closely related regulated financial services environment Working knowledge of pensions and the relevant regulatory framework Experience delivering high-quality customer service, including supporting vulnerable customers Confidence handling complex customer queries and taking ownership through to resolution Strong attention to detail and experience working within quality and compliance controls Clear communication skills and the ability to explain technical information simply A collaborative approach, with the confidence to support and share knowledge with colleagues Experience of trading, transfers, complaints or paraplanning would be helpful 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. 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) There are many discounts we offer – both for our own products and at a range of high street stores and online We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.