Our Customer Operations function look after the needs of millions of customers, aiming to consistently deliver great outcomes for them. We are responsible for supporting customers through their entire journey with Royal London, from new customers to policy alterations to making a claim. We also handle the investigation and resolution of all complaints.
Our teams
The Pensions team supports customers who have an individual or workplace pension plan through their entire pensions journey, from new customers, to plan alterations to the claims stage.
The Protection team provides end-to-end support for customers who have purchased a Royal London protection plan through an adviser. This includes supporting new customers, underwriting applications, managing changes to cover, general policy queries and supporting customers or bereaved family members through the claims process.
The Customer Relations team is responsible for the investigation and resolution of all complaints.
The Operational Excellence function is formed of the Business Readiness, Training, Underwriting & Claims Academy, Service Excellence, Quality Assurance and Planning and Performance teams. Together they are responsible for supporting the smooth and controlled running of the function and delivering great customer outcomes.
The Consumer and Longstanding Customer team supports customers from our legacy businesses, including those who have longstanding protection, life and pension policies, along with annuities and tax-efficient savings plans.
