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Customer Services Advisor

Date: 19-Nov-2021

Location: Edinburgh, GB

Company: Royal London Group

Job title: Customer Service Advisor

Location: Edinburgh

Contract type: Permanent

Hours:  35 hour per week, Monday - Friday 8am - 6pm (35hrs per week)

Flexible working: We offer a range of flexible working solutions and are committed to providing a balance of remote working coupled with office-based interactions with colleagues.

Salary and Benefits: We offer a base salary of up to £25,000 dependant on your experience. Additional to this we offer marketing leading flexible benefits that allow you to choose the benefits that will make a positive impact for you.

Closing date: 4th December 2021


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.


Our culture is welcoming, friendly, flexible and we aim to make you always feel included. We welcome applications from individuals who have taken an extended career break or those who are transitioning from different sectors.


To support this, we are always open to discussing flexible working arrangements and as we transition to hybrid working, we will discuss working patterns or locations that ensure you have the freedom to be your best. It’s what makes Royal London a great place to work.


We believe that being together some of the time will help our colleagues to feel truly connected to our Spirit of Royal London culture. Many of us value the passing conversations, social interactions and building relationships that comes from being together in the office.


Role purpose

Within this role you will provide support services to customers and Financial Advisers, delivering an industry leading level of customer service and continuously finding ways to help this customer base achieve their strategy and objectives.  Our customers are diverse, and to continually meet their needs we are looking for people to join us that can bring new ideas and challenge our ways of working, ensuring our customers get the best levels of service via multiple channels including telephone, email, and web services. As a subject Matter expert, you will provide support to colleagues and the wider leadership team to deliver against objectives and company strategy, improving the customer journey and overall customer experience.  


Key Accountabilities

  • Being the first point of contact to our customers, providing a professional and unrivalled customer experience.
  • Responding to our customers in a timely fashion detailing requirement for the fulfilment of their request, managing queries via telephone, email, and written correspondence.
  • Be accountable for the accurate logging of all queries; working as part of a team to ensure that all customers (employers, Financial Advisors and Members) receive the highest level of customer service.
  • Proactively maintaining customer data to ensure accuracy of content and that we meet regulations.


Essential Criteria

  • Desire to help all customers, no matter how challenging the request ensuring that the customer gets the best outcome possible.
  • Previous experience in customer service roles either over the telephone or face to face, showing high levels of empathy and excellent customer experience.
  • We use a range of IT systems to support our clients and will train you how to use these, however a working knowledge of Microsoft Office, including Word, Excel and Outlook is required.
  • Professional phone manner with the ability to communicate in a clear, confident, and sincere manner. 


Desirable Criteria

  • Experience working in a fast-paced environment and can embrace change within the workplace.
  • Experience within the Financial Service industry with an understanding of Pensions or Protection products.


What we offer

  • We've always been proud to reward employees by offering a number of benefits such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing 
  • Our culture comes from within, or to put it another way, it comes from our people. It’s what makes Royal London a great place to work.
  • Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return.
  • Glassdoor have again ranked as among the best places to work in the UK 


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.


In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it’s good for our people and good for our customers too, because our workforce should reflect our communities.

*This role is known internally as Customer Service Consultant*