Customer Operations Representative

We have an incredible opportunity to join us here at Phoenix Group as a Customer Operations Representative to join our Customer Operations team.

Job Type: Permanent.

Location: This role is based at our Norwich office and is office based.

Flexible working: This is a full-time role. We will discuss what is important to you and balancing this with business requirements during the recruitment process.

Closing Date: Wednesday 11th June

Salary and benefits: £24,200 plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

Who are we? We want to be the best place that any of our 6,600 colleagues have ever worked. We're the UK's largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. 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: You will be tasked with handling customer queries via phone, post, and email to ensure the best experience for our customers. You will be required to handle and resolve customer queries accurately and effectively, ensuring the best possible customer experience. You will take inbound calls and make outbound contact with customers, recognising when they need extra support and tailoring your approach to match their needs and circumstances.

You can expect to build valuable customer relationships by developing a solid understanding of customer and intermediary needs while aiming to deliver the right outcome. You will also be responsible for ensuring that all customer security checks are performed and will seek to identify potential problems, taking suitable action to correct or escalate any issues.

What are we looking for?

• Excellent communication skills with strong attention to detail and ability to multitask.
• You will be process-driven and possess a keen eye for detail.
• A passion for customer service with a commitment to deliver on your promises and going above and beyond for our customers.
• Computer literacy and willingness to learn new systems and technologies.
• No requirement for any contact centre or financial services experience as full and ongoing training will be provided.

We want to hire the whole version of you. 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.

Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.

This role is in scope of our ALPHA Evolution project. We've identified an opportunity to partner with Wipro, a leading global technology company, to transfer ownership of our ALPHA platform. Under these plans, Wipro will assume responsibility for the platform and manage servicing for our ReAssure customers on ALPHA. We anticipate that a number of colleagues will transfer to be employed by Wipro at the point that ALPHA transfers, this process is called TUPE. This role is in scope to TUPE. We're working towards a transfer date of 1st October 2025; however, we'll keep colleagues updated about the intended transfer date as we progress through the consultation journey.