Service Excellence Consultant

4 weeks ago


Edinburgh, Edinburgh, United Kingdom Royal London Full time

Job Title: Customer Service Consultant

Contract Type: Permanent

Location: Edinburgh

Working style: Hybrid 50% home/office based

Salary & Benefits: We offer a competitive base salary of up to £25,000 based on your experience. In addition, we provide a comprehensive benefits package that includes: 28 days of annual leave plus bank holidays (with options to buy and sell), annual performance bonuses, regular salary reviews, discounts, and a leading pension scheme, with the flexibility to customize benefits to fit your needs.

We are looking for enthusiastic and customer-focused individuals to join our team of Customer Service Consultants. In this role, you will engage with a diverse range of internal and external stakeholders, including Financial Advisors and members of the Royal London Group. This position is crucial within our organization, providing an opportunity to make a significant difference. With your outstanding communication abilities and meticulous attention to detail, you will foster strong relationships with our clients, serving as their primary point of contact. You will handle inbound and outbound inquiries, resolve issues thoroughly, and keep clients informed throughout the process.

Key Responsibilities

Deliver a professional and exceptional experience for every client. Address customer inquiries through inbound and outbound calls, as well as responding to emails and written communications. Prioritize and manage customer requests promptly, clearly outlining the requirements for fulfilling their needs and setting appropriate expectations. Accurately document all inquiries and maintain customer records to ensure data integrity and compliance with regulatory standards. Collaborate with a broader team to ensure consistent best practices and advice are provided to clients, aligning with the Royal London Group's mission.

Candidate Profile

Proven experience in a customer service role, either over the phone or in person, is essential. Strong commitment to customer care, always prioritizing the needs of clients in decision-making. Professional and courteous phone demeanor with the ability to communicate clearly, confidently, and sincerely.

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