Heritage Customer Operations Representative

Job Type:Permanent

Location:This role is if based in our Telford office and will be onsite.

Flexible working:All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.

Closing Date:7th November 2023

Salary and benefits:£22229.90, 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.

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

Who are we?

We want to be the best place that any of our 6,800 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 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

You will handle customers queries via phone, email and post, ensuring the best possible customer experience and escalating potential issues where required. You will be responsible for completing accurate tasks within challenging deadlines in an exciting team who work well together to provide the best possible customer outcomes. You will recognise where customers may need extra support and build valuable relationships through developing an excellent understanding of their needs.

What are we looking for?

Ideally, you will be an excellent communicator who puts forward ideas and requests clearly and effectively to stakeholders. You will have a passion for customer service and be able to emotionally connect with customers. Highly adaptable, you will influence others positively, particularly in times of change.

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.

Find out more about #LifeAtPhoenix

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

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 rolesover 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.

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