Title:  Customer Service Representative


Potters Bar, GB Bristol, GB

Company:  CLFIS Limited

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.


Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.


Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Purpose

We now need a Customer Service Representative to support the transformation and the future growth of the business within the Customer Services function, so it can stand out for the experience and service we deliver by building on our service reputation, and delivering market-leading service excellence for our customers and advisers

To ensure that we put the customer at the heart of everything we do in line with our company values. To deliver a high quality of work ensuring that these are accurate and within stated timescales. To work as part of a team as well as with other colleagues to enhance the overall customer experience.  

To contribute to the team ethic, working with colleagues in training and the improvement of knowledge, constantly striving to enhance the overall customer experience

Key Accountabilities

• To take responsibility for end to end process of tasks undertaken, ensuring own knowledge of all products and regulatory environment is understood and complied with.
• To amend and maintain accurate company records to ensure legislative, customer and company requirements are met.
• To maintain technical product knowledge in order to support team colleagues, provide cover, and achieve department objectives.
• To answer incoming telephone enquiries across the full product range, respond to them and fully document how they were resolved, ensuring that all communications are handled accurately and adopting the most approptiate method of communication.
• To maintain relationships with advisers and other business areas.
• Investigate and resolve complaints and queries, in line with the Divisional and Regulatory complaints procedures, identifying and addressing the cause and remedying the underlying issue of the complaint and balancing the needs of the customer, the Company and Regulator.
• Actively contribute to the continuous improvement and development of the team, through reviewing procedures to meet expectations of service and conduct, and improve on own self development.


Desired Knowledge / Experience / Skills

• Diligent and conscientious in the accuracy of their work, excellent attention to detail
• Excellent Customer Service experience
• “Can Do”, proactive attitude
• Excellent written and verbal communication skills
• Ability to operate in a fast paced, dynamic environment and able to work under pressure
• Intermediate knowledge and experience of MS Office


• Minimum of 5 A*-C GCSEs (including English and Maths – essential
• Have already attained the Award in financial Administration or keen to work towards this qualification

Benefits of working at Canada Life


We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance.  We have a fantastic number of other benefits and support services as well as regular personal and professional development.


How we work at Canada Life


Our culture is unique and incredibly important to us.  We care about doing the right thing for our people, customers and community and helping others to build better futures.  Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others.  Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. 


We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.


Diversity and inclusion


Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us.  We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus. 


“At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.”  Nick Harding, Chief People Officer, Canada Life UK


We appreciate that everyone has different work and life responsibilities. We’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for.