Customer Telephony Priority Plus Consultant

Job Type: Permanent
Location: Edinburgh. All our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process You can read more about flexible working here
Salary: £28,800 to £30,000 dependent upon experience dependent upon experience plus an indicative bonus range of 8% to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, income protection, 3x volunteering days and much more
Closing Date: 16th September
Start Date – 9th November, you will start with 8 weeks of structured, classroom‑based training, giving you the confidence and knowledge to succeed. During this period, annual leave isn’t supported so you can get the most out of the learning and support available. For your first six months, you’ll be office‑based so you can learn alongside your team, build confidence, and get hands‑on support.

After that, you will have the opportunity to move to a hybrid pattern, spending at least 60% of your time in the office.

We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.

Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.

You will support our high-net-worth customers with their pension and retirement enquiries, helping them make informed decisions about their financial future. Through meaningful conversations, you'll build trusted relationships, identify customer needs and deliver positive outcomes. Taking ownership of customer journeys, you'll provide a personalised and contained service while helping customers make the most of their retirement savings and achieve their longer-term goals.

Working closely with colleagues across the business, you'll deliver an exceptional customer experience while continually developing your knowledge of pension products, retirement solutions and legislation. Success in this role requires the ability to balance customer needs and regulatory responsibilities, whilst maintaining professionalism, adaptability and a focus on doing the right thing for every customer you speak to. You'll identify opportunities to add value within your interactions with customers, strengthen customer relationships and contribute to the achievement of wider business growth objectives.

• Experience working in a customer focused role and can build trust, navigate important customer conversations and help customers make informed decisions about their future
• Be resilient and adaptable, confident in balancing customer needs alongside operational needs, while maintaining a high standard of service. You'll be comfortable taking ownership of customer queries, seeing them through to resolution and doing the right thing for the customer
• Be an excellent communicator, able to explain information clearly and confidently, and you'll have a genuine passion for creating positive customer outcomes and helping customers make the most of their retirement savings
• Most importantly, you'll be proactive in your approach to learning and development, continually building your knowledge, skills and expertise to support both our customers and your own career growth

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

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