Heritage Customer Operations Representative

**Job Type**: Permanent

**Location**:Telford (office based). We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process.

We have an incredible opportunity to join us here at Phoenix Group as a **Customer Operations Representative **within our Reassure Customer Services Function.

**Who are we?**

We want to be the best place that any of our 8,000 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer our 13 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£310 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**
- Resolve customer enquiries fairly and effectively, in a timely and accurate manner.
- Responsible for inbound and potentially outbound contact from customers
- Responsible for following core processes to ensure optimisation of the customer experience. All actions must comply with the process requirements.
- Recognise when a Customer needs extra support, that’s tailored to their needs and individual circumstances.
- Building valuable customer relationships by developing a solid understanding of customer and intermediary needs and intervening at the appropriate time to deliver the right outcome.
- Identifying any potential problems, get to the root cause and take appropriate action to escalate and/or resolve as appropriate.
- Demonstrating flexibility in working patterns to meet business needs and customer volumes.
- Keeping up to date with product and / or process knowledge as required for role.
- Reports into a Customer Service Team Leader. Responsible for ensuring that all customer security checks are performed.
- Required to adhere to all internal processes and procedures in the support of customer and intermediary demands.

**What are we looking for?**
- Clear and effectively communication, ideas, plans, requests and opinions to internal and external stakeholders through a range of channels including written and oral. Ensures alignment with communication guidelines and policies.
- Being customer driven in all you do, understanding and meeting the customer’s needs and connecting emotionally with the customer.
- Adjusting your behaviour to meet the demands of a changing working environment.
- Influencing others to achieve a positive impact. This includes communicating clearly, building support for ideas and having an impact on other people.
- **What are we looking for?**

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.