Customer Service Advisor

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Date: 17 Nov 2023

Location: Lichfield, GB

Company: Royal London Group

Job Title: Customer Service Advisor

Contract Type: Permanent

Location: Lichfield

Working style: Hybrid 50% home/office based

Closing date: 1st December 2023


Within our Group Customer Service operation, you will be the first point of contact for resolution of queries taking both inbound and outbound calls ensuring our members receive the best support, guidance and feel confident making decisions about their new or on-going Healthcare Claims.


This role will sit in our Police Mutual Healthcare team, working collaboratively with our Internal and External stakeholders to help deliver an industry leading level of customer service and continuously finding ways to help our members and Royal London to achieve their strategy and objectives.


About the role


  • Work autonomously within established procedures and practices.
  • Take ownership for fulfilling a variety of work within Group Customer Service.
  • Be the SME for your team, able to assist colleagues, customers and advisers.
  • Working as part of the Operational teams putting the customers at the heart of everything we do.
  • Demonstrate awareness of the teams measures and support how these are used to understand the customer journey.
  • Undertake project and ad hoc tasks when required.
  • Identify opportunities to support colleagues through coaching and training and provide constructive feedback.
  • Lead team huddles and discuss our customer requests and any challenges which would stop us meeting our customer expectations.
  • Support the Team manager in the day-to-day communication and production of work position.

About you


  • Experience in a customer service role via telephone or face-to-face.
  • High level of customer care always putting the customers’ needs at the heart of the decisions you make.
  • Polite, professional phone manner with the ability to communicate in a clear, confident, and sincere tone.
  • Thrive in a fast-paced environment with the ability to manage and prioritise multiple queries and processes simultaneously.  
  • Working Knowledge of Microsoft Office, including Word, Excel and Outlook is required.
  • Accuracy and attention to detail and concentration on routine tasks.
  • Good time management and planning skills.
  • Have worked in a membership driven organisation and understand the concept of engaging customers as members.


About Royal London


We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   


Our People Promise is our collective commitment that our workplace will be inclusive, responsible, enjoyable and fulfilling where all colleagues can thrive and experience a sense of belonging. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 


We've always been proud to reward employees by offering a number of workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  


Inclusion, diversity and belonging 


We’re an inclusive employer. We celebrate and value different backgrounds and cultures across our organisation. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their nationality, language, education, ethnicity and cultural background, gender and gender identity/expression, sexual orientation, generation, age, socioeconomic background, neurodiversity, religious background, abilities, or disability. 


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