Developing future talent to deliver outstanding member support

We caught up with two former apprentices who now play important roles within our PRT business. Olivia Cardy, Pensions Administrator, works in Customer Services, supporting members directly, while Keira Elwell, Transitions Consultant, is part of our Transitions team, helping schemes move smoothly through the post-transaction journey. Both share how their careers have developed since joining L&G.

Can you tell us a little about your apprenticeship journey and what attracted you to L&G?

Olivia

I always knew university wasn't the right route for me. I wanted to start working and gain practical experience, so an apprenticeship felt like a natural fit. I was already familiar with L&G through family members who held L&G products, and being one of the largest employers in the area made it an attractive option.

What really stood out during the recruitment process was the culture. Everyone I met spoke positively about the business and many had been here for years. That gave me confidence that L&G was somewhere people genuinely enjoyed working. When I was offered the apprenticeship, I was absolutely delighted. It felt like the start of a real career. 

Keira

I originally planned to go to university but after finishing my A-levels, I decided I wanted a route that combined learning with practical experience. I came across L&G's apprenticeship programme through Young Professionals events and immediately liked the idea of gaining a qualification while building my career.

What attracted me to L&G was the opportunity. As a large, well-established organisation, there are so many different paths available and a real focus on developing and retaining talent. I knew I could explore different areas of the business while continuing to learn and grow. 

What has surprised you most about working in the pensions industry, and what have you learned since joining?

Olivia

The biggest surprise has been just how valuable pensions knowledge is as a life skill. Like many people my age, I knew what a pension was, but I didn't really appreciate how important it was until I started speaking to customers every day.

Hearing people's experiences has given me a much better understanding of financial planning and the importance of preparing for the future. It's knowledge that benefits me not only professionally but personally as well. I feel much better equipped to make decisions about my own future than I would have been otherwise. 

Keira

What surprised me most was the culture. Before joining L&G, I expected office life to feel quite formal and isolated, but everyone was welcoming and supportive from day one.

I've also learned that pensions is a sector where you're constantly developing your knowledge. No two situations are exactly the same, and there are always opportunities to learn something new, which is one of the things I enjoy most about the role. 

What does a typical day look like for you, and what do you enjoy most about your role?

Olivia, Customer Services

No two days are ever the same. A large part of my role involves speaking with customers over the phone and responding to enquiries, but I also spend time managing customer correspondence and supporting wider administration activities.

The people are what make the role so rewarding. Every customer has their own story and every conversation is different. Sometimes people simply need reassurance that their pension is in safe hands. Being one of the first points of contact for members means we have an important role to play in building confidence and trust. Knowing you've made a genuine difference to someone's day is incredibly rewarding. 

Keira, Transitions

I joined the Transitions team earlier this year after starting my career in Customer Services. My role involves coordinating with teams across the business, working with external advisers and helping manage the activities required to move schemes through the transition journey.

What I enjoy most is the variety. I spend a lot of time speaking with different people, both internally and externally, and helping bring everything together. There is a lot of communication involved and every project is different, which keeps things interesting. 

How has the apprenticeship programme helped you develop professionally and personally?

Olivia

The apprenticeship was a valuable bridge between education and the workplace, allowing me to keep learning while building confidence and gaining experience in a professional environment.

One of the biggest changes has been my confidence. When I first joined, I wouldn't have imagined leading discussions or acting as a subject matter expert. Today, colleagues regularly come to me for support on a major pension scheme, and I enjoy helping newer team members develop their own knowledge. The support I've received from colleagues and managers has played a huge part in that journey.

Keira

The programme has helped me grow tremendously, particularly when it comes to confidence and communication. Through L&G, I've had opportunities to speak at schools about apprenticeships and share my experiences with young people considering alternative career paths.

The support doesn't stop once the apprenticeship finishes. I've received training throughout my career at L&G, including development opportunities as I moved into the Transitions team, and there's always someone willing to help when you encounter something new. 

If we spoke again in five years' time, what would you hope to have achieved?

Olivia

I'd love to move into more of a training and development role. I enjoy helping colleagues, particularly new starters and apprentices, and I'd like to play a bigger role in supporting people as they start their own careers.

Having benefited so much from the apprenticeship programme myself, it would be rewarding to help the next generation develop their confidence and skills. 

Keira

I'd like to continue developing my project management expertise and build on the experience I've gained in the Transitions team. My goal would be to complete further qualifications and continue progressing within project and transition management.

One of the things I've valued most about L&G is the opportunity to explore different career paths while staying within the organisation, and I'm excited to see where that journey takes me. 

From supporting members directly to helping schemes navigate complex transitions, apprentices like Olivia and Keira are already making a meaningful contribution across L&G. Their stories demonstrate how investing in future talent helps us build the expertise, empathy and customer focus needed to support members today and for years to come.