Phoenix Group
Job title:
Customer Operations Representative
Company
Phoenix Group
Job description
Job Description:Job Type: PermanentLocation: This role is based at our Norwich office and is office-based.Closing Date: Tuesday 28th OctoberSalary and benefits: £23,000-£24,000 depending on experience, plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.We have an incredible opportunity to join us here at Phoenix Group as a Customer Operations Representative within our customer services contact centre.Who are we?We want to be the best place that any of our 6,600 colleagues have ever worked.We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.The roleYou will be tasked with handling customer queries via phone, post, and email to ensure the best experience for our customers. This will involve resolving customer enquiries fairly and effectively, in a timely and accurate manner.Additionally, you’ll get to build valuable customer relationships by developing a solid understanding of customer and intermediary needs and intervening at the appropriate time to deliver the right outcome.What are we looking for?You will have experience of working in a customer-focused environment. Call centre experience, particularly within the Financial Services sector, is desirable but not required.You will be able to proactively identify and solve problems, by getting to the root cause and taking appropriate action to escalate and/or resolve as appropriate.You will also be comfortable at recognising when a customer needs extra support and tailoring your approach to meet their needs and individual circumstances.We want to hire the whole version of you.We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.This role is in scope of the transformation of our Reassure business by 2026.We are extending our existing strategic partnership with the leading IT services provider Tata Consultancy Services (TCS). This means that over the next two years, we’ll be moving our customers to a new technology platform. As well as this, we’ll transition some roles over to TCS’s UK subsidiary, Diligenta. This role is in scope of this work which means initially you will be employed by Phoenix Group and over time your role will transition to Diligenta. Your recruiter will explain more about this during the recruitment process.If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.Find out more about #LifeAtPhoenix
- Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
- Find or get answers from our colleagues:
- Find out more about Phoenix Flex, our approach to flexible working, here:
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Expected salary
£23000 – 24000 per year
Location
Norwich
Job date
Thu, 24 Oct 2024 07:33:13 GMT
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