About Company
Phoenix Group is the UK’s largest long-term savings and retirement business, committed to helping customers achieve a life of possibilities. With roots deeply embedded in the UK financial landscape, we manage a significant portfolio of closed and open life and pension funds. Our purpose is to help people secure a life of possibilities, and we achieve this through responsible and customer-centric operations. Headquartered with a substantial presence in Edinburgh, we are a values-driven organisation that champions diversity, inclusion, and the professional growth of our 7,000+ colleagues. Join a company where your contributions genuinely make a difference to millions of lives across the UK.
Job Description
Are you passionate about providing exceptional service from the comfort of your own home? Phoenix Group is seeking dedicated and empathetic Customer Care Officers to join our remote service team based out of Edinburgh, Scotland. In this vital role, you will be the first point of contact for our valued customers, addressing their inquiries, resolving issues, and providing comprehensive information about our long-term savings and retirement products. This isn’t just a call centre job; it’s an opportunity to make a real impact on people’s financial well-being and future. You will handle a diverse range of customer interactions, primarily over the phone, but also via email and online chat, ensuring a seamless and positive experience every time. We are looking for individuals who can demonstrate outstanding communication skills, a natural ability to empathise, and a commitment to going above and beyond for our customers. While working remotely, you’ll be an integral part of a supportive team, benefiting from our comprehensive training programs and ongoing development opportunities. We empower our Customer Care Officers to take ownership of customer queries, offering solutions that genuinely meet their needs and contribute to our reputation for excellence. If you’re looking for a rewarding role where you can thrive in a remote environment while contributing to a leading financial services company, we encourage you to apply.
Key Responsibilities
- Manage inbound and outbound customer calls, emails, and online chats in a professional and efficient manner.
- Accurately identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Explain complex product and service information clearly and concisely to diverse customer demographics.
- Maintain detailed and accurate records of all customer interactions and transactions in our CRM system.
- Collaborate with internal teams to resolve escalated issues and ensure customer satisfaction.
- Proactively identify opportunities to enhance the customer experience and contribute to process improvements.
- Adhere strictly to company policies, industry regulations, and data protection guidelines (e.g., GDPR).
- Participate in ongoing training and development sessions to enhance product knowledge and service skills.
Required Skills
- Minimum of 6 months experience in a customer service role, ideally in a fast-paced environment.
- Exceptional verbal and written communication skills with a clear, calm, and professional telephone manner.
- Proven ability to empathise with customers and build rapport quickly.
- Strong problem-solving skills and the ability to think critically under pressure.
- Proficiency in using CRM software and other computer applications.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Previous experience within the financial services, insurance, or pensions industry.
- Familiarity with long-term savings products, retirement planning, or investment services.
- Experience working in a remote or hybrid work model.
- SCQF Level 4/5 or equivalent qualifications in customer service or a related field.
Perks & Benefits
- Competitive salary and performance-related bonuses.
- Comprehensive pension scheme with generous employer contributions.
- Generous holiday allowance, with the option to buy or sell days.
- Private medical insurance and life assurance.
- Access to a comprehensive well-being programme and employee assistance support.
- Extensive learning and development opportunities to support career progression.
- Employee discount schemes and recognition programmes.
- Full remote working setup support (e.g., equipment provided).
How to Apply
If you are ready to embark on a rewarding career as a Customer Care Officer with Phoenix Group, we invite you to submit your application. Please click on the application link below to visit our careers page. There you will find the detailed job description and an easy-to-use application form. We look forward to receiving your application and exploring how your skills and passion for customer service can contribute to our success.