Customer Operations Representative

**Job reference 4305 - Universal**:
**Job summary**:
If you’re great with customers, you can look forward to a bright future in our Customer Contact team. We know great people have even greater choices when it comes to their career. At Phoenix Group, we can offer you the chance to bring your experience, drive and exceptional customer service skills to an industry leader in the life savings business.

**Key Responsibilities**
- Core responsibilities for all Customer Service Representatives
- Handle and fulfil incoming and outgoing customer phone calls for a wide and diverse range of life and/or pension policies and according to multiple life company client requirements.
- Deliver accurate outputs to customers. Respond to all customer requests compliantly, accurately, professionally and efficiently, ensuring, where possible, that the customer is satisfied with the response.
- Accurately update administration systems including ALPHA and OPUS - in order to both satisfy the customer request and to keep all policy records accurate and up to date. Understand - from a full knowledge and understanding of Alpha, all Life and Pension products and their multiple variants and policy terms and conditions - and then follow at all times, the exact processing requirements, including approved and documented “work arounds” at all times.
- Meet productivity (including Call Waiting, One and Done, Right First Time, First Contact Resolution and Get Next) targets, being efficiently available to deal with the next customers request in the queue. Meet the agreed targets, and promptly discuss any barriers and constraints to meeting these with your team leader.
- Conform to processing requirements of Get Next, First In First Out, Next Call Waiting work and customer queues as directed by the team leader, and conforming to all processing standards both within and outside OPUS and within our call centre systems
- Authorise the first stage of low value contractual policy transactions, including payments of regular income, transfers, vesting amounts to buy pensions, life policy encashment and premium refunds, in line with company approved limits
- Work flexibly in a team environment for the Customer Services division, working on different customers and/or work queues and different teams to meet the changing demands of the business to demonstrate high levels of versatility.
- Identify potential process or practice improvements and constructively suggest to the team leader your recommendations to address these.

**What We’re Looking For**
- Excellent listening skills
- Ability to show empathy with Customers
- Good call handling, interpersonal and communication skills
- Clerical accuracy
- Good literacy skills
- Ability to remain composed and focus on the customer in a dynamic and changing environment
- Proven ability to adapt to change and have a flexible attitude to work
- A good level of computer literacy
- Ability to work to high productivity levels while maintaining consistently high quality.

**What We Offer**

Bring your ‘whole self’, skills and dedication to the Phoenix Group and we’ll recognise your effort, support your development and help to drive your ambition. We’ll ensure you’re rewarded for your contribution with a competitive package that includes an attractive pension, annual bonus potential, private medical insurance, generous holiday entitlement, enhanced maternity and adoption leave and a range of other financial services and lifestyle flexible benefits.

Join us and you join a unique organisation. It’s not just the 14 million policyholders we serve, or the £300 billion of assets we look after. Or that we’re a FTSE 100 company that has been listed as one of the UK’s Top Employers for nine years running. It’s our talented, inclusive and diverse workforce that makes us a success. We offer flexible working opportunities ensuring we attract and retain the very best of talent. Find out about more about our people’s stories, our values and our commitment to diversity.

**Key Competencies**
- **Communication Skills**

Clearly and effectively communicates information, 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.
- **Customer At Heart**

Being customer driven in all you do, understanding and meeting the customer’s needs and connecting emotionally with the customer.
- **Information Seeking**

The ability to efficiently and effectively collect information, to provide insight to others or to help solve business issues

**Online Interviews and Onboarding**

All our interviews, onboarding and new joiners are now managed remotely. We have in place a strong virtual support network to ensure new colleagues are supported and developed as they navigate their first few months with us

**About Us**

Phoenix Group is a member of the FTSE 100 index and is the UK’s larg