Salary - up to GBP 18,000 depending on experience + yearly bonus + market leading benefits
Contract Type - Permanent
Job Contact - 0131 245 1000
Introduction and Background
Due to our award winning approach Standard Life are welcoming new customers every day and as a result we are creating opportunities for people with a passion for delivering an outstanding customer experience.
When you work at Standard Life we commit to growing your career and expertise by acknowledging your talent, rewarding you well, providing you with market-leading benefits and a great working environment. What are we looking for in return? Well, your energy, enthusiasm, your drive to deliver results and passion to make a difference every day. Together, we will achieve our goal which ultimately ensures the best for our customers.
Build valuable customer relationships by developing a solid understanding of customer needs.
Provide product and service information to customers.
Resolve customer enquiries fairly and effectively, in a timely and accurate manner.
Responsible for inbound and outbound calls and/or dealing with mail based demands.
Use a range of media (e.g.telephone, mail,online,etc) ensuring the best possible customer experience.
Responsible for following core processes to ensure optimisation of the customer experience. All actions must comply with the process requirements.
Proactively promote alternative/ lower cost service channels and explain the benefits of online technology to increase the use of self-service where possible.
Identify any potential problems/process improvements, get to the root cause and take appropriate action to escalate and/or resolve as appropriate.
Demonstrate flexibility in working patterns to meet business needs and customer volumes.
Keep up to date with legislative changes and the range of Standard Life products.
Keep up to date with product and/or process knowledge as required for role.
You don't need to have office experience or a background in Financial Services to apply for this role, but you should have exceptional customer service skills and be motivated to make a difference to our customer’s lives on a daily basis through talking to them on the telephone or dealing with their written enquiries.
A natural flair for customer service and meeting/exceeding customer needs and expectations.
Previous experience of working in a telephony or an admin based environment would be beneficial, however is not essential
Customer at the heart
Being customer driven in all you do, understanding and meeting the customer’s needs, and connecting emotionally with the customer.
Building partnerships, networks and relationships.
Meeting and exceeding performance goals and expectations to deliver results.
Impact and influence
Influencing others to achieve a positive impact. This includes communicating clearly, building support for ideas and having an impact on other people.
Adjusting your behaviour to meet the demands of a changing working environment.
The ability to efficiently and effectively collect information, to provide insight to others or to help solve business issues.
Clearly and effectively communicates information to internal and external stakeholders through a range of channels including written and oral.
We value diversity in our workforce and welcome enquiries from everyone.