Customer Operations Representative

Standard Life; City of Edinburgh; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

8 weeks training

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Income protection

Volunteering days

Job summary

Standard Life, a retirement specialist, is hiring for a Workplace Telephony Advisor to answer inbound customer calls, provide clear information, and reassure customers. You will join the Workplace Telephony Team supporting pension customers via phone, and may handle queries through other channels as you grow.

Training lasts eight weeks; during this period, annual leave isn’t provided. For six months you’ll be office-based, then move to a hybrid pattern with at least 60% in the office.

Qualifications

• Excellent communication skills, both written and verbal.
• Genuine passion for helping others and providing reassurance.
• Confidence with computers and learning new systems.
• No financial services experience required; full training provided.

Responsibilities

• Answer inbound calls from customers, employers and Financial Advisers.
• Respond to queries and update member details on systems.
• Help customers use the Standard Life App and online services.
• Work with colleagues across the business to deliver strong customer experiences.

Skills

Communication skills

Customer-focused

Tech-savviness

Willing to learn no FS experience

Job description

Job Description

Job Type: Permanent

Location and flexible working: 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 and benefits: Up to £27,000 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: 9th November

Start Date - 11th January 2027, 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.

Who are we?

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.

The role

Pensions can feel like one of the biggest financial decisions a person will ever make. As the first friendly voice our customers speak to when they call Standard Life, you will listen carefully, provide clear information, and offer reassurance so every customer leaves the conversation feeling confident and supported.

You will join our Workplace Telephony Team, supporting Standard Life pension customers over the phone. This includes answering inbound calls from a range of callers such as customers, employers, and Financial Advisers. You’ll respond to queries, update member details, and help members make the most of the Standard Life App and online services.

As you develop in the role, you’ll may also get the opportunity to handle queries through other communication channels. Alongside this, you’ll work closely with colleagues across the business, building strong relationships that help us deliver an exceptional customer experience every time.

It’s great if you have previous knowledge and experience working with Pensions, but we’re not expecting you to walk in as an expert, we will give you all the training you need

What We’re Looking For

• Brilliant communication skills, you’re clear, warm, and able to multitask without missing the details
• Genuine passion for helping others, you care about doing the right thing and going the extra mile comes naturally to you
• Confidence with computers and new systems, you should be confident learning new systems and navigating a range of systems to help customers quickly and accurately
• No financial services experience required, we’ll provide full training and ongoing support to help you succeed

We want to hire the whole version of you.

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.

Find out more about working at Standard Life

Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates

Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us