Customer Priority Plus Telephony Consultant

We have an incredible opportunity to join us here at Phoenix Group as a Customer Priority Plus Telephony Consultant where your focus will be to create exceptional and unique experiences for our affluent customers

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 responsible for speaking to our affluent customers on a daily basis multi-channel via inbound and outbound calls along with digital Secure Message. Using your excellent questioning and listening skills, you will understand customer’s needs, making the complex simple, enhance the customer experience and add value to each customer interaction. 
• Keeping the customer at the heart of everything you do, you will own the relationship to deliver great outcomes for customers and help them achieve their retirement objectives including proactive campaign activity, promoting Retirement Webinars and our digital retirement planning tools. 
• You will offer guidance and support to customers as they save and plan for their retirement, driving balanced, unbiased, quality conversations underpinned by a risk-based approach 

What We’re Looking For

• Proven track record of delivering exceptional customer service within Financial Services, ideally with knowledge of pension products
• Ability to have balanced conversations, putting the customer at the heart of everything you do and achieving the best customer outcome
• Exceptional listening skills with the ability to use effective questioning to maximise business opportunities 
• Ability to explain complex products, processes and regulations in an easy-to-understand manner 

Location and flexible working: Edinburgh - Office based training at our state-of-the-art Lothian Road Office, for the first 6 months and then moving to a home/office split. All 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. You can read more about Phoenix Flex here.

Job Type: Permanent

Closing Date: 21st November

Salary and benefits: Up to £31,000 dependent upon experience plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, income protection, 3x volunteering days and much more