Customer Operations Team Leader

4 weeks ago

Norwich, United Kingdom Phoenix Group Full time

**Job Type**:12 Month Fixed Term Contract

**Location**:Norwich

**Flexible working**:All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.

**Salary and Benefits**:£29,765 per annum plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

**Closing Date**:7th August 2023

We have an incredible opportunity to join us here at Phoenix Group as a **Customer Operations Team Leader **to join our Customer Services Team.

**Who are we?**

We want to be the best place that any of our 6,800 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 billion of assets under administration. 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 role**

We’re looking to recruit a dedicated Customer Service Team Leader join our team within the Customer Service function.This vacancy represents an opportunity work within an ever-changing environment where you will discover the potential to perform and grow.

Key responsibilities of this role include:
You will be responsible for managing a team of people, supporting and leading them to drive excellent customer outcomes. Whilst delivering excelling outcomes for our customers you will implement positive risk management and motivating your team through displaying role model leadership behaviour.

**What are we looking for?**

Customer Services is a fast-paced environment, which requires Team Leaders to react quickly and effectively to daily duties alongside emerging challenges/incidents. Organisational skills alongside an enthusiastic ‘can do’ attitude are important.

Key skills/experience required:
Strong interpersonal, motivational, communication skills and key stakeholder management are key in this role, and if you have experience in a leadership/ management role this would be advantagous, but not essential. A strong organisational understanding and planning skills will be required with the proven abilility to adapt to change whilst displaying a flexible attitude to work. You will be able to confidently influence, persuade and to represent a management perspective whilst selling your own ideas and approach. An ability to develop and deliver improving customer service skills along with strong verbal communication style to deliver messages to individuals and team will be required in this position.

**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.

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

**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 three 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.

We’re still looking for talented individuals to join us and the small number of advertised roles impacted by this will clearly state so on the job advert.

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