Customer Experience Specialist
2 weeks ago
About Phoenix Group Holdings
We are the UK's largest long-term savings and retirement business, offering a range of products across our market-leading brands, including Standard Life, SunLife, Phoenix Life, and ReAssure. With around 1 in 5 people in the UK having a pension with us, we're proud to be a FTSE 100 organisation tackling key issues such as transitioning our portfolio to net zero by 2050.
Job Summary
This is an exciting opportunity to join our team as a Customer Priority Plus Telephony Consultant, where you will play a vital role in delivering exceptional customer experiences for our affluent customers. You will be responsible for speaking with customers on a daily basis via inbound and outbound calls, using your excellent questioning and listening skills to understand their needs and enhance their experience.
Your Key Responsibilities
You will own the relationship with customers to deliver great outcomes, providing guidance and support as they save and plan for their retirement. This will involve proactive campaign activity, promoting Retirement Webinars and our digital retirement planning tools. You will also drive balanced, unbiased, quality conversations underpinned by a risk-based approach.
What We're Looking For
- A proven track record of delivering exceptional customer service within Financial Services, ideally with knowledge of pension products.
- The ability to have balanced conversations, putting the customer at the heart of everything you do and achieving the best customer outcome.
- Exceptional listening skills with the ability to use effective questioning to maximise business opportunities.
- The ability to explain complex products, processes, and regulations in an easy-to-understand manner.
Benefits
We offer a competitive salary of up to £31,000 dependent upon experience, plus an 8% bonus up to 16%. Other benefits include private medical cover, 38 days annual leave, an excellent pension scheme, life assurance, income protection, and 3x volunteering days. We are committed to ensuring that everyone feels accepted and welcome, regardless of background.
Why Work with Us?
We want to be the best place that any of our 6,600 colleagues have ever worked. We believe in hiring the whole version of you, and we're committed to creating an inclusive environment where everyone can thrive. If your experience looks different from what we've advertised and you believe you can bring value to the role, we'd love to hear from you.
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