Job Description

You pride yourself in being able to adjust your approach to customers and bring to life complex financial products in a simple way, whilst enhancing a customer’s relationship with Phoenix. You will be empathetic towards your customers and through your exceptional communication skills have an ability to highlight risks and provide balanced guidance. While pensions knowledge would be advantageous, you will be experienced in communicating financial concepts and products.

What will I be doing?

You will be providing guidance to customers across our pensions product range. You will demonstrate your understanding of your customer’s situation and needs by keeping them informed of all relevant options, risks and benefits as well as explaining any technical questions in a simple way whilst remaining compliant and jargon free.

• Offering support and guidance to enable customers to make informed choices regarding their pensions
• Achievement of key performance indicators in relation to fair customer outcomes and productivity
• Meeting the requirements of the Training and Competence Scheme (TCS) Framework for informed choice to ensure Quality Best Practice and customer satisfaction
• Ensure compliance with TCF requirements and Financial Conduct Authority (FCA) regulations

Key Personal Competencies:

• Customer at the heart
• Build Relationships
• Communication Skills
• Balance Risk
• Delivering Results
• Embrace change

Required Knowledge, Skills, and Abilities

Proven track record of delivering exceptional customer service either in financial services, or a retail environment. Commitment to study and achieve Financial Services qualifications. Commitment to achieve full competence and progress to Customer Consultant within 18-24 months. Experience of conducting customer focused conversations. Effective questioning and listening skills with the ability to build rapport with customers over the telephone. A passion to help customers achieve their financial goals. Excellent attention to detail. Knowledge of the pensions market. Experience of managing risk. Proven success in working to and achieving set Key Performance Indicators.