Customer Service Consultants

Edinburgh

Salary range GBP14,000 - GBP19,000 (subject to experience)

Royal London is the largest mutual life and pensions company in the UK with Group funds under management of GBP49.8 billion. Group businesses serve over 3.6 million customers and employ 2,910 people. We offer a range of pensions, protection and investment products, which are distributed principally through intermediaries.

Our vision is to become the UK's leading customer-owned financial services organisation. The specialist businesses that make up the Royal London Group are clearly positioned within their markets and our goal is to provide innovative solutions that match the needs of distribution partners and customers.

An exciting opportunity has arisen for Customer Service Consultants to join the Group Pensions Servicing Team in Edinburgh.

As a Customer Service Consultant, you will have the opportunity to join a variety of different teams in the servicing area and have the responsibility to ensure that excellent customer service is received by all clients at all times. These are new vacancies and have arisen due to the growth experienced within this area.

Key Responsibilities:

There are currently six teams within Group Pensions Servicing.

Responsibilities will include:

• Managing all incoming enquiries through various mediums, ie calls, emails, written correspondence
• Being accountable for the resolution of all enquiries, escalating as required
• Working as part of a team to ensure that every customer (Employer's, Financial Advisers and Members) receive an exceptionally high level of service.
• Helping to review internal processes with the ultimate view of improving the overall customer experience.
• Helping to manage workflow to ensure consistency across the teams
• Actively participate in all team goals setting sessions and contribute to team meetings
• Take full responsibility for the work that you are involved in, generating good discussions with your peer group and Team Manager if needed.
• Providing a quality service through pro-active contact and effective communication.
• Accurate maintenance of client files and data.
• Being responsible for and driving your own personal development within the Business, creating opportunities that play to your strengths that will benefit the Team and our customers.

Required knowledge, skills and experience:

• Excellent and demonstrable customer service skills and experience (essential)
• Pensions knowledge and experience (desirable)
• A polite and professional telephone manner
• Accurate data entry skills
• Ability to work under pressure to meet deadlines in a fast paced growing environment
• Excellent communication skills
• Enthusiastic and positive can-do attitude with a willingness to learn