Job Title: Customer Service Advisor

Contract Type: Permanent

Location: Edinburgh or Glasgow

Working style: Hybrid 50% home/office based

Closing date: 7th February 2024

Salary & Benefits: We offer a base salary of up to £24,000 dependant on your experience. Additional to this we offer great benefits which include: 28 days holiday + bank holidays (with the option to buy and sell), annual bonus and salary reviews, discounts, a market leading pension package, with the opportunity to tailor benefits to suit your preferences.

Would you like to be part of delivering an industry leading level of customer service and help us to continuously find ways to help our Financial Advisers, Customers and Royal London to achieve their strategy and objectives?

Royal London is currently recruiting for Customer Service Advisor’s to be part of our award-winning team. As a Customer Service Advisor, you will be crucial to delivering exceptional Customer Service to a variety of customers, including Financial Advisors and Royal London Group Members.

About the role

• Be their first point of contact, dealing with inbound and outbound enquiries, building strong relationships with customers, and keeping the customer up to date, resolving any queries through to completion.
• Own all enquiries from end to end whilst delivering a quality and bespoke service, putting customers at the heart of everything we do.
• Manage customer queries via inbound and outbound calls as well as responding to email and written correspondence.
• Prioritise and respond to customer queries in a timely fashion, detailing requirement for the fulfilment of their request and managing their expectations.
• Accurately log all queries and maintain customer data to ensure accuracy of content and that we meet regulatory standards.
• Work as part of a wider team to ensure best practises and advice is consistently given to customers, meeting their needs, and supporting the Royal London Group purpose.

About you

• Experience in a customer service role via telephone or face to face is essential.
• high levels of commitment, strong customer empathy and a desire to help all customers, no matter how challenging the request.
• 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.

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 to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great 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 Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.