Customer Service Consultant

Role Overview & Responsibilities

Job Title: Police Mutual Customer Service Consultant

Contract Type: Permanent

Location: Lichfield

Closing date: 8th May 2023

At Royal London we believe your difference is our strength and our organisation benefits from the different perspectives that diversity brings. Studies have shown that people from under-represented groups are less likely to apply unless they meet every requirement. So, if you’re excited about this role but your past experience isn't a perfect fit with the job description, we encourage you to apply anyway as you may be the right candidate for this or other opportunities.

About the role

As a Customer Service Consultant, you will deliver excellent customer service to Police Mutual members , acting as the first point of contact for our customers. You will ensure that our customer’s needs are put at the heart of what we do and maximise every customer interaction through both inbound and outbound calls and administrative activities

Key

Responsibilities

Support members mainly over the telephone with a range of queries relating to our broad product range

Deliver a personal service from end to end, minimising hand-offs to other team members

Communicate effectively and efficiently with our members either via telephone or email

Identify opportunities to support colleagues, including leading team huddles to discuss our customer requests and any challenges

Take ownership in seeing ideas for improvement through to succession

Essential Criteria

Previous experience in a Customer Service role either face to face or telephone based

Ability to plan and prioritise your workload effectively to ensure consistent delivery to our customers, including strong communication skills via telephone and email

Proactive in identifying opportunities to support colleagues through coaching and training, including providing constructive feedback

Ability to work using your own initiative, ensuring that the customer is always at the heart of every decision you make

What we offer

We've always been proud to reward our employees by offering a number of great benefits including:

A generous group pension scheme (up to 14% matching employer contribution)

28 days annual leave plus bank holidays with the option to buy/sell up to 5 days

Annual company and performance based bonus

Life assurance (up to 8 x annual salary)

Enhanced parental leave policies

Private medical insurance

Employee Assistance Programme - Access 24/7 to confidential health, legal & financial advice

Full details can be found on our benefits page

About Royal London

Royal London is the largest mutual life insurance, pensions and investment company in the UK. Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.

At Royal London, our People Promise is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This promise has been at the heart of our approach to hybrid working, ensuing a balance of time working in our offices, supporting the culture of collaboration and inclusion and some working time from home, so we can all continue to benefit from the flexibility this brings. Our hybrid working approach is built around our mutual mindset, thinking about what is good for us as individuals (the ‘me’) and in the context of what is right for our customers, our colleagues and The Royal London group (the ‘we’). Together we belong- collaborate – learn and perform.

Our expectation is that colleagues working in hybrid roles will come into the office for 50% of their time, and the rest from home. We want to be as consistent as we can with our approach but we also appreciate some colleagues need adjustments based on personal circumstances. (e.g. to support a disability, or caring responsibility) and / or may wish to formally seek a flexible working pattern in line with our flexible working policy.

We appreciate the world of work continues to evolve and we will continue to listen to our colleagues views on this whilst ensuring our on-going approach is right for our business and customers

We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.