Description

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.

What We're Building

We now need a Senior Administrator 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.

Job summary - Connect Team (Permanent)

To be actively engaged in the resolution of customer and adviser queries. The expectation is this individual will demonstrate a proactive and positive desire to deliver the best possible customer experience for customers throughout the journey with Canada Life International.

This will involve resolving a wide range of queries for both the IOM and Dublin office of Canada Life International as well as proactively contributing to designing and delivering the most positive experience for CLI customers.

Front facing department for the company dealing with both calls and emails for various queries across all products and process. Varied role and will have the opportunity to gain a well-rounded knowledge of the start to end of processes.

What you'll do

Be an active and positive team member focused on providing the best possible customer experience within the Customer Contact area.

Specifics will include:

• Achieve an average quality score of over 90%
• Achieve an average weighted productivity score of over 95%
• Proactively identify enhancements to processes and contribute towards their implementation
• Identify, understand and collate CLI customer needs, requirements and feedback
• To engage and collaborate with peers across both the International Business and the wider group to ensure that experiences and successes are shared in order to break down silos and support the positive customer journey throughout all areas of the business
• To proactively take ownership for self-development and demonstrate the desire to progress their career within CLI

Key skills required for this Team:

• Excellent communication skill both spoken and written, particularly phone-based
• Problem solving ability
• Empathetic and Patient

• Experience in handling external telephone calls with both clients and independent financial advisors
• Previous experience in Life Assurance or a similar customer service-based industry
• Be passionate about delivering excellent customer service
• Strong verbal and written communication skills
• Demonstrates enthusiasm and a positive approach to their working performance
• Be open and able to adapt to change
• Articulate and possess excellent communication skills
• Strong team player who is able to work with limited supervision
• Confident self-starter
• Takes a logical and organised approach to problem solving
• Has the desire to develop a career within a customer centric environment
• Has a strong attention to detail and enjoys delivering quality outcomes

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