Customer Operations Representative

Phoenix Group

Flexible working is a core part of our employee offering and it's advertised as standard on all our job adverts, including being open to part-time (e.g. 4 day week @ 80% salary)

Only considering candidates eligible to work in Norwich, UK ⚠️

Job Type:  6 Month Fixed Term Contract (37 hours)

Location: This role is based onsite in our Norwich office.

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: 10 July 2024

Salary: £23,088 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 Customer Operations Representativewithin our Customer Services Function.

Who are we?

We want to be the best place that any of our 8,000 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer our 13 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£310 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 a contact centre role where you will be responsible for responding to queries from our life and pensions customers and financial advisors, relating to their life and pension products. This could be via the telephone and via email. You will be required to handle and resolve customer queries accurately and effectively, ensuring the best possible customer experience. You will make both inbound and pro-active outbound contact with customers, recognising when they need extra support and tailoring your approach to match their needs and circumstances.

You can expect to build valuable customer relationships by developing a solid understanding of customer and intermediary needs while aiming to deliver the right outcome. You will also be responsible for ensuring that all customer security checks are performed and will seek to identify potential problems, taking suitable action to correct or escalate any issues.

What are we looking for?

You will thrive in this role if you are an excellent communicator capable of clearly and effectively presenting ideas to stakeholders, ensuring alignment with communication guidelines and policies. You will be customer driven in all you do, and able to understand, empathise with and meet the customer’s needs.

You will also have the ability to adapt your behaviour to meet the demands of a changing working environment. You will also possess the skills to Influence others to achieve a positive impact, building support for ideas and positively influencing people.

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

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 roles over 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.

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




The UK's largest long-term savings and retirement business.

Working Week

Flexible working is a core part of our employee offering and it's advertised as standard on all our job adverts, including being open to part-time (e.g. 4 day week @ 80% salary)

  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️

Our Vacation Policy

We offer 38 days annual leave including bank holidays, with the option to buy 5 additional days.

  • 38 days PTO
  • 52 unpaid Fridays
  • 90 days off per year

Remote Working Policy

We offer hybrid work with options to work from various UK offices.

Company Benefits

  • Health insurance
  • 401(k) company contribution
  • Transparent Salaries
  • Generous parental leave
  • Dentalcare
  • Equipment allowance
  • Life & Disability Insurance
  • Professional Development Budget
  • Mental Health Support

Our Team

We're a team of 8.2k across 19 departments:

  • business development
  • finance
  • consulting
  • operations
  • human resources
  • engineering
  • information technology
  • accounting
  • media and commmunication
  • data science
  • support
  • +8 more teams

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