Job Description

Job summary

The Customer Services division is one of the key customer service departments in Canada Life. The department is responsible for undertaking the administration and payment tasks as instructed by customers or their appointed agents and answer queries from customers and advisors. They also fulfill the internal administrative tasks as required. The department prides itself on offering excellent customer service to all.

What you’ll do

• Provide product information/undertake tasks in response to customer requests, ensuring that the work processed meets’ agreed company and customer services standards
• Answer incoming telephone inquires and respond to them and fully document how they were resolved, ensuring that all communications are handled accurately and adopting the most appropriate method of communication
• Amend and maintain accurate company records to ensure legislative, customer and company requirements are met
• To investigate and resolve complaints and queries in line with the complaints procedures
• Train and coach other staff to ensure up to date knowledge is shared
• Continue own development in order to improve performance by enhancing knowledge, skills and experience
• Take responsibility for end to end process of tasks undertaken, ensuring own knowledge of Life, Pensions and regulatory environment understood and complied with

Who you are

A customer orientated individual with an eye for detail, good administrative skills and the ability to work to set deadlines. Good written and verbal communication skills are essential for this role as is a can do attitude and the ability to deal with large volumes of work at peak times.

• Previous office based experience is essential and experience within Financial Services is desirable.
• Customer focused individual.
• Methodical and well organized.
• Intermediate Excel skills – able to compile spreadsheets, manipulate data and apply formulas.
• Ability to prioritize work & work under pressure to meet service standards.
• Works with little direction - on own initiative.
• Confident and professional telephone manner.
• Ability to perform efficient, accurate, timely admin and secretarial duties.

Education/Qualifications

Minimum 5 A-C GCSEs or equivalent

Required Knowledge, Skills, and Abilities

• Previous office based experience is essential and experience within Financial Services is desirable. • Customer focused individual. • Methodical and well organized. • Intermediate Excel skills – able to compile spreadsheets, manipulate data and apply formulas. • Ability to prioritize work & work under pressure to meet service standards. • Works with little direction - on own initiative. • Confident and professional telephone manner. • Ability to perform efficient, accurate, timely admin and secretarial duties.