Back to Working At Phoenix Group

Customer Service Representative 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 Representative

Making choices about your pension is one of the biggest financial decisions most people make in their lives. You would be the first point of contact for pension and retirement queries from Phoenix Group customers, financial advisors and corporate clients. Customers often contact Phoenix during pivotal points in their lives, so your role will be to take ownership of their requests.
As a Customer Service Representative, you will be responsible for:

  • Responding to queries from life and pensions customers and financial advisers about their life and pension products. This could be via the telephone, via an email or letter
  • Providing exceptional service through engaging and professional conversations, whilst carefully managing customer expectations 
  • Liaising with other teams to ensure the customer request is fulfilled in a timely manner

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 Representative 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!