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- Tasks: Lead and inspire a team to deliver exceptional customer service in our Workplace Telephony Department.
- Company: Join Phoenix Group, the UK's largest long-term savings and retirement business with a commitment to sustainability.
- Benefits: Enjoy a competitive salary, 38 days annual leave, private medical cover, and volunteering days.
- Why this job: Be part of a FTSE 100 company making a real impact while developing your leadership skills.
- Qualifications: Previous contact centre management experience in the pensions industry is essential.
- Other info: We welcome diverse applicants and are committed to supporting your unique journey.
We have an incredible opportunity to join us here at Phoenix Group as a Team Manager within our Customer Operations team.
Job Type: Permanent
Location: Edinburgh
Salary: From £32k depending on experience 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 lead, motivate and inspire a team of Customer Operations Representatives in our Workplace Telephony Department and be accountable for the team’s delivery and success against Customer Operations goals to deliver exceptional service to our customers. Act as the key channel for open and timely communication both in and out of the team, raising, understanding, resolving, and learning from both operational and performance issues within the team. You will identify key areas for individual and team development, along with creating team training and development plans and ensuring any local training needs are met. Use analytic skills to make informed conclusions and drive actions for success whilst looking for opportunities to improve the customer experience.
What We’re Looking For:
- Previous Contact Centre Management experience in pensions industry
- Strong background in operational leadership to motivate, lead, coach and develop our teams to continue to deliver service excellence to our customers
- Ability to see the bigger picture and to think wider than the immediate team
- Ideally have experience of managing change and mitigating risk along with previous experience within Financial Services
- Qualified in CF1 & FA2 (Pensions Administration) or equivalent qualifications
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.
This role is covered by the Senior Managers & Certification Regime (SM&CR) as a certified role. Therefore, this role is subject to annual certification by Phoenix Group, as well as regulatory compliance standards. Anybody performing this role will be subject to:
- PRA Individual Conduct Standards
- FCA Senior Individual Conduct Rules
Further information on the Senior Managers & Certification Regime can be found on the FCA website.
Customer Operations Team Leader employer: Phoenix Group
Contact Detail:
Phoenix Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Team Leader
✨Tip Number 1
Familiarise yourself with the pensions industry and the specific challenges it faces. Understanding the nuances of customer operations in this sector will help you demonstrate your expertise during discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully motivated and developed teams in previous roles. Be ready to discuss specific strategies you've used to enhance team performance.
✨Tip Number 3
Research Phoenix Group's values and recent initiatives, especially around their commitment to net zero by 2050. This knowledge will allow you to align your answers with their goals and demonstrate your genuine interest in the company.
✨Tip Number 4
Prepare to discuss your experience with change management and risk mitigation. Highlight any relevant projects where you've successfully navigated challenges, as this is crucial for the role's responsibilities.
We think you need these skills to ace Customer Operations Team Leader
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Customer Operations Team Leader position. Tailor your application to highlight relevant experience in contact centre management and operational leadership.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in the pensions industry and any specific achievements in leading teams. Use quantifiable results to demonstrate your impact on service excellence and team performance.
Showcase Leadership Skills: Illustrate your ability to motivate and develop teams by providing examples of how you've successfully led teams in the past. Mention any training or development plans you have implemented and the outcomes of those initiatives.
Tailor Your Application: Make sure your application reflects the values and goals of Phoenix Group. Mention your commitment to customer service and any experience you have with change management or risk mitigation in financial services.
How to prepare for a job interview at Phoenix Group
✨Showcase Your Leadership Skills
As a Customer Operations Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or inspired others to achieve their goals.
✨Understand the Company’s Values
Familiarise yourself with Phoenix Group's mission and values. Be ready to discuss how your personal values align with theirs, especially regarding customer service excellence and sustainability initiatives. This shows that you’re not just looking for a job, but a place where you can contribute meaningfully.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and decision-making skills. Think of scenarios where you had to manage change or mitigate risks in a contact centre environment. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Highlight Your Analytical Skills
Since the role involves using analytics to drive actions for success, be prepared to discuss how you've used data to inform decisions in previous roles. Bring examples of how your analytical skills have led to improved customer experiences or operational efficiencies.
