Customer Service Consultant

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Date: 10-Mar-2023

Location: Liverpool, GB

Company: Royal London Group

Job Title: Customer Service Consultant (Police Mutual)

Contract Type: Permanent 

Location: Liverpool

Closing date: 23rd March 2023


About the role


We currently have an exciting opportunity for a Customer Service Consultant to join our General Insurance team working Monday to Friday, 9am – 5pm, delivering excellent customer service to our Police Mutual members and Forces Mutual customers.


In October 2020 Police Mutual were acquired by Royal London Group and we have been through several changes on this exciting journey ensuring that we integrate into the wider RLG business but still maintain Police Mutual and Forces Mutual as independent businesses ensuring we continue to support Police and Military families.


Key responsibilities


  • Be the first point of contact for our members, taking inbound calls and making outbound calls where necessary
  • Look for new business opportunities while supporting customers to ensure they are on the best policies
  • Deal with member correspondence by via post, email, telephone, and webchat
  • Make clear, fair communications having the customer at the heart of every decision made
  • Ensure relevant regulations are followed e.g. data protection, Treating Customers Fairly principles
  • Deliver excellent customer service to all our members ensuring a consistent high level of service through every communication




  • Previous experience of working within a telephone-based role, ideally within General Insurance or Financial Services
  • Excellent communication skills and attention to detail
  • Confident making outbound calls to members who have enquired about new policies and supporting them with all options available to them
  • Experience working in call-based team using multiple techniques to cross sell products that may be suitable for members


What we offer


We've always been proud to reward our employees by offering a number of great benefits including:


  • A generous group pension scheme (up to 14% matching employer contribution)
  • 28 days annual leave plus bank holidays with the option to buy/sell up to 5 days
  • Annual company and performance based bonus
  • Life assurance (up to 8 x annual salary)
  • Enhanced parental leave policies
  • Private medical insurance
  • Employee Assistance Programme - Access 24/7 to confidential health, legal & financial advice


Full details can be found on our benefits page


About Royal London


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.


At Royal London, our People Promise is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This promise has been at the heart of our approach to hybrid working, ensuing a balance of time working in our offices, supporting the culture of collaboration and inclusion and some working time from home, so we can all continue to benefit from the flexibility this brings. Our hybrid working approach is built around our mutual mindset, thinking about what is good for us as individuals (the ‘me’) and in the context of what is right for our customers, our colleagues and The Royal London group (the ‘we’). Together we belong- collaborate – learn and perform.


Our expectation is that colleagues working in hybrid roles will come into the office for 50% of their time, and the rest from home. We want to be as consistent as we can with our approach but we also appreciate some colleagues need adjustments based on personal circumstances. (e.g. to support a disability, or caring responsibility) and / or may wish to formally seek a flexible working pattern in line with our flexible working policy.


We appreciate the world of work continues to evolve and we will continue to listen to our colleagues views on this whilst ensuring our on-going approach is right for our business and customers


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.

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