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:  Permanent

Location: This role will be based in Norwich and will be office based.

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.

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: 17 June 2024

We have an incredible opportunity to join us here at Phoenix Group as a Customer Operations Representative to join our Manual Calculations team.

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 back office role in our Customer Operations Manual Calculations team. You will be tasked with carrying out basic analysis and completing calculations in accordance with the governance framework, in line with expected accuracy and productivity measures.

You will have the ability to be coached and trained by other team members to become competent in the role. Additionally, you will be self-motivated, proactive and have the ability to deal with queries from both internal and external customers, providing a professional level of service.

What are we looking for?

You will thrive in this role if you are an analytical thinker who possesses a keen attention to detail. Similarly, you will have the ability to gather, interpret and communicate data and information confidently. You will also be customer driven in all you to and be able to understand and meet our customer's needs. This will be achievable by holding a strong understanding of our company values.

You will also be comfortable using Microsoft Excel and Word.

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. 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
  • Flexible working hours
  • Generous parental leave
  • Dentalcare
  • Equipment allowance
  • Life & Disability Insurance
  • Professional Development Budget
  • Mental Health Support

Our Team

We're a team of 7.9k across 19 departments:

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

Desirable Skills and Experience

  • Analytical thinking
  • Attention to detail
  • Data interpretation
  • Customer service
  • Microsoft Excel
  • Microsoft Word

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