Customer Service
Standard Life Aberdeen
Edinburgh, United Kingdom
1d ago

Job Number : 2000452)


Consider a career with Phoenix looking after Standard Life customers.

We care about our customers and just as importantly we care about our staff, providing remote working, additional leave and wellbeing support during these challenging times.

We’ve introduced flexible options for interviews, inductions and onboarding temporarily during COVID 19 to ensure that you and our teams are kept safe.

Making choices about your pension is one of the biggest financial decisions most people make in their lives.And that’s where you come in.

We’re looking for a number of pro-active, engaging and articulate individuals to be the first point of contact for pension & retirement queries from our customers, IFAs and corporate clients.

If you’ve a passion for customer service and would like to gain new qualifications as you work, this is a perfect opportunity to progress your career in financial services with one of Britain’s Top Employers.

Depending on your skills and experience, we’ve opportunities available to join our Customer Operations department in our Contact Centre or our Process Hub.

Contact Centre

You’ll be handing 40 60 calls per day dealing with a range of different pension queries from Standard Life customers. This is not your typical call centre role - our queries are often complex and in-depth.

Using your first class communication skills, you’ll be responsible for making the complex simple for our customers, whether that is over the phone or by email.

You'll play a key role in ensuring customers are equipped with all of the information they need to make the right decision regarding their pension policies.

There are no sales involved in this role, what is important is your ability to have great conversations with our customers in a confident, friendly and professional manner.

Process Hub

With a high degree of accuracy, you’ll be processing transactions for Standard Life customers across our life and pension products.

These range from recalculating payments to managing death claims to transferring policies in and out of the business. Our transactions can vary from 5 minutes to 5 hours for complex cases, no matter how long it takes, you’ll use your excellent customer service and communication skills to keep our customers informed by phone, email and mail.

About You

If you’ve a background in customer services, whether in person or on the phone, we’d love to hear from you. You don’t need any previous pensions or financial services experience (although it would be beneficial).

Being a keen learner, you’ll thrive on learning new processes and product information.You’ll embrace trying out new ways of working to help us improve outcomes for our customers.

With a brilliant attention to detail, you’ll have strong PC skills and will be familiar with using different computer programs.

You’ll be an excellent communicator who enjoys working over the phone.

What We Offer

As part of the Phoenix Group, when you join us your training, rewards and benefits will be one of the best in the market.

This includes :

Starting salary from £18,000 - £21,000 depending on your skills and experience

Opportunity to earn from 8% (on target)up to 16% performance related annual bonus incentive

10% non-contributory pension, we’ll also match any contribution you make by a further 2%

No weekend work or early / late night shifts.You’ll be working 35 hours per week, generally between 9am and 5pm, Monday to Friday (A few teams also work 8am to 4pm or 10am to 6pm).

Award winning training and induction programme for every new joiner, learning everything you need to know before you take a call or process paperwork.

You’ll also be supported with a mentor and a buddy throughout your training and beyond.

Ongoing training and developmentwith the opportunity to complete on the job qualifications as you work

Career progression opportunities for ambitious individuals after 1 year + in role.

A generous holiday allowance of 35 days plus 3 additional public holidays- with the option to buy and sell additional holidays according to your needs.

Private Medical Insurance, Income Protection Insurance & BOGOF sharesave scheme

Modern office in a Edinburgh city centre location (just off Princes Street) with on-site staff restaurant / shop and ping pong / pool tables to use during your breaks.

Wide range of exclusive lifestyle offers including discounted gym memberships, cinema tickets and retailers will allow you to grow your career whilst maintaining a positive work / life balance.

Key competencies :

Customer at the heart

Information Seeking

Additional Information

Job Title : Customer Operations Representative

Role Type : Permanent

Contact : 0131 245 1000

TCS Announcement

On the 12th November 2019 we announced our intention to partner with TCS to deliver customer servicing, and work with them to create a digitally enabled technology ecosystem.

This is a three year journey, and there is no immediate impact for colleagues. view press release

We value diversity in our workforce and welcome enquiries from everyone.

Good luck with your application!

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