Customer Relations Consultant

Job Type: Permanent

Location: This role could be based in our Wythall, Telford, London, and Edinburgh offices with time spend working in the office and at home.

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. You can read more about Phoenix Flex here.

Closing Date: Wednesday 19th February

Salary and benefits: £40,000 - £50,000 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

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

Within this role you’ll take ownership and manage Phoenix Group customer complaint referrals including high profile CEO and Media complaints, ensuring that each complaint is resolved and ensuring the delivery of good customer outcomes. To proactively improve both customer satisfaction and brand perception, and to work with the outsource service providers and Phoenix stakeholders to prevent future complaints arising.

You will also manage and facilitate responses to high profile and sensitive cases in line with Phoenix Group complaint principles, to ensure good outcomes and mitigate the risk of damage to the Phoenix brand.

What are we looking for?

• Complaint-handling experience supported by knowledge of the FCA / FOS guidelines. Desirably this will be 3 years of relevant experience.
• Customer first mindset
• Excellent written and verbal communication skills
• Strong analytical skills and customer centric problem solving skills
• Ability and desire to challenge constructively to achieve good customer outcomes

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.

Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.

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