We’re currently recruiting for Customer Service Specialists to join our Retail Retirements, New Business team in Cardiff! If you love helping customers and you’re looking for a full time, Monday to Friday role where you can have the weekends off to relax, then look no further!

Your role will be mainly telephony as you will be taking inbound calls. You'll be working as part of a team who are committed to putting our customers at the centre of everything they do by providing world class customer service every time.

• Providing highly competent telephone-based service to our existing customers or their representatives, providing new business solutions that meet a customer’s wants and needs for retirement income
• Support with back office systems and processes
• Taking every opportunity to deliver an outstanding customer experience, while ensuring the outcome is correct for the customer and aligned to our quality standards, regulatory requirements and our treating customers fairly policies
• Ensuring all appropriate legislative, regulatory and internal process & procedure are fully understood and applied
• Identifying processes or procedures that inhibit the delivery of successful outcomes and lead to delays in processing times.
• Maintaining an up to date knowledge of complaints procedures, recognising when a customer is complaining and then managing the complaint in line with Financial Conduct Authority and our complaint process and procedures.
• When required, providing SME support for projects (system, process, regulatory) and delivering business implementation activities
• Accurately recording information on our IT and workflow systems

• Proven ability to prioritise and manage queries whilst giving due consideration to team performance and activities.
• Excellent written and verbal communication skills.
• Good commercial awareness.
• A high degree of energy, drive and enthusiasm.
• Evidence of continuous professional development.
• Experience of contributing to cross-functional business teams is desirable.
• Experience of building effective relationships in complex environments.
• Good interpersonal skills with the ability to successfully engage and influence a broad range of individuals.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products. Your hard work will be rewarded when you join us.