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Customer Service Representative

1 month ago

Norwich, Norfolk, United Kingdom Phoenix Group Holdings Full time

About the Role

We are seeking a skilled Customer Service Representative to join our team at Phoenix Group Holdings. As a key member of our customer services contact centre, you will be responsible for handling customer queries via phone, post, and email to ensure the best experience for our customers.

Key Responsibilities

  • Resolve customer enquiries fairly and effectively, in a timely and accurate manner
  • Build valuable customer relationships by developing a solid understanding of customer and intermediary needs
  • Proactively identify and solve problems, by getting to the root cause and taking appropriate action to escalate and/or resolve as appropriate

What We're Looking For

You will have experience of working in a customer-focused environment, with a strong ability to communicate effectively with customers and colleagues. You will be comfortable at recognising when a customer needs extra support and tailoring your approach to meet their needs and individual circumstances.

Working with Us

We are committed to ensuring that everyone feels accepted and welcome. 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.

Transformation of Our Reassure Business

This role is in scope of the transformation of our Reassure business by 2026. We are extending our existing strategic partnership with Tata Consultancy Services (TCS), which 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. Your recruiter will explain more about this during the recruitment process.