Customer Telephony Priority Plus Consultant

Phoenix Group
Edinburgh
Workplace: HybridFull timeGBP 28,800 - 30,000Function: Customer Success & Account ManagementSkills: ["Communication","Customer focus","Resilience","Adaptability","Ownership"]

Support high-net-worth customers with pension and retirement enquiries through meaningful telephony conversations. Build trusted relationships by identifying customer needs, taking ownership of customer journeys, and delivering a personalised service that helps customers make informed decisions. Work with colleagues across the business to develop deep knowledge of pension products, retirement solutions, and relevant legislation while balancing customer needs and regulatory responsibilities to achieve positive outcomes.

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Phoenix Group
Phoenix Group
3 days ago

Customer Telephony Priority Plus Consultant

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Support high-net-worth customers with pension and retirement enquiries through meaningful telephony conversations. Build trusted relationships by identifying customer needs, taking ownership of customer journeys, and delivering a personalised service that helps customers make informed decisions. Work with colleagues across the business to develop deep knowledge of pension products, retirement solutions, and relevant legislation while balancing customer needs and regulatory responsibilities to achieve positive outcomes.
Location: Edinburgh
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Support high-net-worth customers with pension and retirement enquiries via telephony.
  • •Build trusted relationships by having meaningful conversations, identifying customer needs, and delivering positive outcomes.
  • •Take ownership of customer journeys by providing a personalised and contained service.
  • •Develop knowledge of pension products, retirement solutions, and legislation while working closely with colleagues across the business.
  • •Balance customer needs with regulatory responsibilities, maintain professionalism, and identify opportunities to add value.

Pay and Benefits

Salary: GBP 28,800 - 30,000
Perks:Private MedicalAnnual LeavePensionLife AssuranceIncome ProtectionVolunteering Days

Key Requirements

  • •Experience in a customer-focused role, building trust and navigating important customer conversations to help people make informed decisions.
  • •Resilience and adaptability to balance customer needs alongside operational needs while maintaining a high standard of service.
  • •Confident, excellent communication skills to explain information clearly and support positive customer outcomes.
  • •Ability to take ownership of customer queries and see them through to resolution while doing the right thing for customers.
  • •Proactive commitment to learning and development to continually build knowledge and expertise.
Skills:CommunicationCustomer focusResilienceAdaptabilityOwnership

Company Brief

Phoenix Group
A UK long-term savings and retirement business operating brands including Standard Life, SunLife, Phoenix Life and ReAssure, managing pensions, annuities and wealth solutions with c.12 million customers and large assets under administration.
Industry: Wealth Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1782
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor