Customer Support Consultant

Job Type: Permanent, 1x Full Time (35 hours) 1x Part time (21 Hours)

Location and flexible working: Flexible working both office and home based (40% office presence)

This role will be based in our Edinburgh office working 40% office based. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process.

Closing Date: 24/05/2023

Salary and benefits: £24,000 - £25,000 (adjusted for PT role) plus 8% bonus , 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 Customer Support consultant to join our Customer Support Team within Telephony Guidance. Providing administrative services in the support of a professional and consistent service with the are.

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

This is an exciting opportunity to join our Telephony Guidance team, supporting our customers in achieving their pension saving and retirement goals. Working to support our Telephony Consultants so they are more available for us our customer, the successful candidate will undertake a support function within TG and have the opportunity to progress within the consultant role.

Key Responsibilities

• Provide administrative support across a variety of administrative activities to ensure all stakeholders receive a professional and consistent service.
• Establish processes, identify issues or areas for improvement within existing processes and highlight to appropriate stakeholders, following through any changes to processes and transactions to agreed standards and timescales.
• Ensure best use of resource and skill development by working flexibly across the range of administrative tasks performed in the business.
• Requirement for accuracy in dealing with data.
• Deals with personal and highly sensitive data.
• Ensuring compliance (self and others) with relevant processes in use.

What are we looking for?

Essential

• Attention to detail in a fast-paced environment.
• Evidence of teamwork and collaboration.
• Works towards deadlines and priorities workload.
• Ability to adjust your behaviour to meet demands of a changing working environment.
• Education - Standard Grade / GCSE (or equivalent)
• Languages – English
• Certifications - Microsoft Application – Office/Excel/Word

Desirable

• Pension knowledge/ Background
• Financial Institution Background.

Key Competencies

• Acting With Confidence

Having confidence in own ability to take on increasingly challenging circumstances and have confidence in personal decisions or opinions.

• Administration

Understands and applies relevant administrative procedures, directives, policies guidelines, to deliver a high level of service to our customers.

• Customer At The Heart

Being customer driven in all you do, understanding and meeting the customer’s needs and connecting emotionally with the customer.

• Embrace Change

Adjusting your behaviour to meet the demands of a changing working environment.

• Impact & Influence

Influencing others to achieve a positive impact. This includes communicating clearly, building support for ideas, and having an impact on other people.

• Planning and Organising

Organises, prioritises and, where applicable, delegates work activities to efficiently accomplish tasks and meet objectives. Includes the principles of time management and multi-tasking.

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

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