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Customer Service Advisor Job Description

About you

Are you passionate about delivering outstanding customer service and helping people? Do you have excellent communication skills and a good level of computer proficiency? Do you enjoy working as part of a team to deliver the best possible solutions? Then this could be the role you’ve been looking for.

What you’ll be doing as a Customer Service Advisor

Using your first-class communication skills, you’ll be responsible for making the complex simple for Phoenix customers, whether that is over the phone or by email. You'll play a key role in ensuring customers are equipped with the information they need to make the right decision regarding their pension policies. There are no sales involved in this role; what’s important is your ability to have great conversations with customers in a confident, friendly and professional manner. Customers often contact Phoenix during pivotal points in their lives, and your role will be to take ownership of their requests.

As a Customer Service Advisor in the Contact Centre, you will be responsible for

  • Responding to queries from Phoenix life and pensions customers and financial advisers about their life and pension products. This could be via telephone and email
  • Providing exceptional service through engaging and professional conversations, whilst carefully managing customer expectations

Whilst having previous experience in a customer-focused role is beneficial, you do not need any contact centre or financial services experience to apply, as full and ongoing training will be provided. As you begin your journey as a Customer Service Advisor you can expect a strong induction into the Phoenix Group with a classroom-based training period to give you a good understanding of the Life and Pensions products and how to navigate the systems.

And, by helping Phoenix customers realise a lifetime of possibilities, you could earn up to £24,000, receive an annual bonus of between 8-16%, 38 days’ holiday, 12 x salary life assurance, 10% non-contributory pension, private healthcare and an extensive selection of flexible benefits.

Next steps: If you are ready to join the best place you’ve ever worked, apply today!