Customer Operations Team Leader

Location and flexible working: Norwich. All 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. You can read more about Phoenix Flex here.

Job Type: Permanent

Closing Date: 22nd October

Salary and benefits: In the region of £31,500 dependent upon experience 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

Recruiter: Jake Stewart

We have an incredible opportunity to join us here at Phoenix Group as a Customer Operations Team Leader to join our Customer Service 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

You willl be leading and developing a team of Customer Operations Representative’s, being responsible for the team providing a great quality service and customer experience by managing the team effectively through the efficient use of all resources, systems, and procedures.

You’ll also be responsible for ensuring a high level of engagement amongst your team and making sure the team are clear on their own goals and how that aligns to the goals and strategy of the business area and the wider organisation. You will also set clear expectations of what high performance looks like.

Additionally, you will manage employees with performance issues and handle sensitive staff issues.

What are we looking for?

This role will suit you if you are a leader who is capable of effectively motivating and engaging people. You’ll be empathetic and capable of dealing with issues that arise with the team. You’ll also possess excellent time management skills and know when to escalate issues further. You’ll also be comfortable managing a team through change.

Experience of working within financial services and an Institute of Financial Planning certificate is desirable.

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

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