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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: Strong operational leadership experience; ideally qualified in Pensions Administration or similar.
- Other info: We welcome diverse applicants and are committed to making adjustments for your best performance.
The predicted salary is between 32000 - 44800 £ per year.
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
- 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.
Senior Managers Certification Regime (SMCR)
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.
Job Info
- Job Identification 18201
- Job Category Customer Relations
- Posting Date 07/04/2025, 11:37 AM
- Locations 30 Lothian Rd, Edinburgh, EH1 2DH, GB
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Customer Operations Team Manager employer: Phoenix Group
Contact Detail:
Phoenix Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Team Manager
✨Tip Number 1
Familiarise yourself with the financial services industry, especially in areas related to pensions and customer operations. Understanding the key players and current trends will help you speak confidently about how you can contribute to the team.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've motivated and developed teams in previous roles. Be ready to discuss your approach to coaching and how it has led to improved performance.
✨Tip Number 3
Research Phoenix Group's values and recent initiatives, particularly around their commitment to sustainability and customer service excellence. This knowledge will allow you to align your answers with their goals during discussions.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used data to drive decisions in past roles. Being able to demonstrate your ability to make informed conclusions will be crucial for this position.
We think you need these skills to ace Customer Operations Team Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements for the Customer Operations Team Manager position. Tailor your application to highlight how your experience aligns with these aspects.
Highlight Relevant Experience: Emphasise your operational leadership experience, particularly in motivating and developing teams. Provide specific examples of how you've successfully managed change and improved customer service in previous roles.
Showcase Analytical Skills: Demonstrate your ability to use analytical skills to drive decisions and improvements. Include examples of how you've used data to enhance team performance or customer experience in your application.
Personalise Your Application: Make sure to personalise your cover letter and CV. Address why you want to work at Phoenix Group specifically, and how your values align with their commitment to diversity and inclusion.
How to prepare for a job interview at Phoenix Group
✨Showcase Your Leadership Skills
As a Customer Operations Team Manager, 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 Vision
Familiarise yourself with Phoenix Group's mission and values, especially their commitment to sustainability and customer service excellence. Be ready to discuss how your personal values align with theirs and how you can contribute to their goals.
✨Prepare for Change Management Questions
Given the emphasis on managing change and mitigating risk, think of specific instances where you've successfully navigated change in a previous role. Be prepared to discuss your approach and the outcomes of those situations.
✨Highlight Your Analytical Skills
The role requires strong analytical skills to drive actions for success. Prepare to discuss how you've used data to make informed decisions in the past, and be ready to provide examples of how you've improved customer experiences through analysis.
