Title:  Senior Customer Service Representative

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 Summary

•    To ensure that we put the customer at the heart of everything we do in line with our Company values. 
•    To handle complex queries, providing a high quality of service that is accurate and within stated timescales. 
•    To support the Team Lead / Management Team by delivering training and coaching to team members. 
•    To maintain a high level of product and technical knowledge to facilitate rotation into other teams as and when required to ensure service levels are maintained. 

What You'll Do

•    To provide product information and undertake tasks in response to complex customer requests, and to amend and maintain accurate company records, ensuring that legislative, customer and Company requirements and service standards are met. 
•    To train, coach and mentor new and existing team members, taking ownership of training plans.
•    To maintain a high level of technical and specialist skills, experience and knowledge, enabling rotation into other teams as and when required to ensure service levels are maintained. 
•    To deputise and represent the Team Leader, ensuring customer commitments are met. To act as a positive role model within and outside of Customer Services Department. 
•    To investigate and resolve complex complaints, deal with telephone queries and fully document how they are resolved. To ensure all communications are handled accurately and to adopt the most appropriate method of communication in line with the divisional, regulatory and complaint procedures. 
•    To continually review and improve the department’s processes and procedures to ensure service levels are maintained and, where appropriate, enhanced in line with Company policies, regulatory, professional and legal requirements.
•    To co-ordinate, contribute and represent Customer Services in ad hoc projects. To liaise and develop working relationships with other business areas as needed

Who You Are

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

Qualifications

•    Minimum 5 A* - C  / 9 – 4 Grade GCSEs (including English and Maths) or equivalent – essential

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 you.