Customer Standards and Policy Consultant

7 months ago

Birmingham, United Kingdom Phoenix Group Full time

**_Location: _**_This role could be based in either our Wythall, Edinburgh or Telford offices with time spent working in the office and at home. _

**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**:Up to £35k per annum plus 8% bonus up to 16%, private medical cover, 38 days annual leave per annum, excellent pension, volunteering days and much more

**Contract type**:Fixed term Contract (18 Months)

We’re currently recruiting for a **Customer Standards and Policy Consultant **, reporting into the Customer Standards and Policy Managers within Phoenix’s Heritage Customer Division.

At Phoenix we are focused on delivering the best possible experience for both our internal and external customers, fuelled by innovation, a can-do culture and being customer obsessed in everything we do. Joining the Customer Standards and Policy team you will help us to drive this forward.

Our culture works through employing the right people with diversity of thought, who are passionate, fair and evidence an inclusive yet commercial approach to decision making. We follow this up by making sure everyone has the support they need to be developed and are empowered to be the best they can be, either technically or more importantly through their soft skills.

Are you someone who takes personal responsibility and tries to do the right thing at all times? If you are then this incredible opportunity to join us here at Phoenix Group as a Customer Standards and Policy Consultant may be the one you’ve been looking for.

**The Role**

Your day-to-day activities will be varied, you will definitely not be bored You will support the Customer Standards and Policy Managers in interacting with a network of contacts across the Group who are passionate about delivering for our customers and in leveraging the knowledge and skills across the Group’s Value Centres to develop and maintain Conduct Risk and Customer Standards. This will be delivered through one-to-one sessions, workshops, off-line reviews of the Standards you develop as well as supporting in presentations to stakeholders. Once Standards are approved you will work with your network to maintain the Standards so that they continue to be useful tools that will help all colleagues to deliver on our Group ambitions.

At all times you will keeping your finger on the pulse of the changing landscape in which Phoenix operates identifying areas in which our customers will be impacted and taking proactive action to ensure our Standards remain ahead of the game. Through this forward looking ethos and positive and collaborative working across your network of contacts, you will build a reputation as a “trusted advisor” on all things customer.

**What are we looking for?**

You will have industry experience, demonstrating an awareness of the regulatory and legislative frameworks within which we deliver for customers (including the requirements and standards being introduced under Consumer Duty and a good understanding of conduct risk). A broad and comprehensive understanding of financial services and specifically Life and Pensions is also required.

**Who are we?**

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

We are the UK’s largest long-term savings and retirement business with c.13 million customers and c.£310 billion of assets under administration. As a market leader and FTSE 100 organisation, we understand that our scale and expertise means that we have a key role to play for our customers, colleagues and our communities to help as many people as possible secure a life of possibilities. We are tackling key environmental and social issues such as transitioning our portfolio to net zero by 2050 - but we’re not done yet.

We’ve seen huge growth and change, and this means there is enormous opportunity for our 8,000 colleagues to grow alongside us.

**We want to hire the whole version of you.**

We are committed to ensuring that everyone feels accepted and safe at work, and are proud to be an equal opportunity employer. Everyone is valued at Phoenix regardless of age, gender identity, neurodiversity, race, disability, sexual orientation, religion, ethnicity, socioeconomic background or anything else. Whether it’s joining one of our internal employee networks, being an ally, taking positive action or simply being there to listen, everyone at Phoenix is valued and respected.

If you need any help or adjustments to the recruitment process due to health, disability or anything else, please let us know so we can help you to be the best version of yourself.

**Sound good? If you are ready to help us make Phoenix the best place you’ve ever worked, we’d love to hear from you.
**#MC-1 #Hybrid-1

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