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Standard Life Assurance Limited
,
Edinburgh, City of Edinburgh
Customer Service
Overview
Job Description
Consider a career with Phoenix - looking after Standard Life pension customers. Consider a company who care about these customers and just as importantly care about the wellbeing of their staff, which has been demonstrated further in the current climate with additional leave and remote wellbeing support just some of the provision made available to assist our colleagues at the moment. We've introduced remote interviews, inductions and onboarding during COVID 19 to ensure that you and our teams are kept safe. Making choices about your pension is one of the biggest financial decisions most people make in their lives. And that's where you come in. We're looking for a number of pro-active, engaging and articulate individuals to be the first point of contact for pension & retirement queries from our customers, IFAs and corporate clients. If you've a passion for customer service and would like to gain new qualifications as you work, this is a perfect opportunity to progress your career in financial services with one of Britain's Top Employers. Depending on your skills and experience, we've opportunities available to join our Customer Operations department in our Contact Centre or our Process Hub. Contact Centre You'll be handing 40 - 60 calls per day dealing with a range of different pension queries from Standard Life customers. This is not your typical call centre role - our queries are often complex and in-depth. Using your first class communication skills, you'll be responsible for making the complex simple for our customers, whether that is over the phone or by email. You'll play a key role in ensuring customers are equipped with all of the information they need to make the right decision regarding their pension policies. There are no sales involved in this role, what is important is your ability to have great conversations with our customers in a confident, friendly and professional manner. Process Hub With a high degree of accuracy, you'll be processing transactions for Standard Life customers across our life and pension products. These range from recalculating payments to managing death claims to transferring policies in and out of the business. Our transactions can vary from 5 minutes to 5 hours for complex cases, no matter how long it takes, you'll use your excellent customer service and communication skills to keep our customers informed by phone, email and mail. About You If you've a background in customer services, whether in person or on the phone, we'd love to hear from you. You don't need any previous pensions or financial services experience (although it would be beneficial). Being a keen learner, you'll thrive on learning new processes and product information. You'll embrace trying out new ways of working to help us improve outcomes for our customers. With a brilliant attention to detail, you'll have strong PC skills and will be familiar with using different computer programs. You'll be an excellent communicator who enjoys working over the phone. What We Offer As part of the Phoenix Group, when you join us your training, rewards and benefits will be one of the best in the market.