Customer Operations Representative

Job Type: 12-month Fixed-Term Contract

Location: This role is based at our Norwich office and is office-based.

Flexible working: This is a full-time role. 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.

Closing Date: Monday 2nd December.

Salary and benefits: £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 Representative to join our Customer Services Back-Office team.

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

This is an administration role where you will be responsible issuing ABS statements or Chargeable Events certificates for life and pensions customers and financial advisors, relating to their life and pension products. You will also be required to handle and resolve customer queries from internal teams accurately and effectively, ensuring the best possible customer experience.

What are we looking for?

• You will be process-driven and possess a keen eye for detail.
• A good level of calculation skills is required however full and ongoing training will be provided.
• An excellent communicator capable of clearly and effectively presenting ideas to stakeholders.
• A passion for customer service with a commitment to deliver on your promises and going above and beyond for our customers.
• Computer literacy and willingness to learn new systems and technologies.

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: www.thephoenixgroup.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

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 two 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.

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