Customer Service Consultant

Royal London; City of Edinburgh; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading company in the financial services sector is seeking a Customer Service Consultant to join their team in Edinburgh. The role involves managing customer queries, providing exceptional service, and maintaining accurate records. The ideal candidate will have a strong customer service background and excellent communication skills. This hybrid position offers a competitive salary and a range of industry-leading benefits, including private healthcare and a market-leading pension package.

Benefits

Private Healthcare

Market Leading Pension

Training & Development Opportunities

28 Days Holiday

Annual Bonus

Qualifications

• Experience in a customer service role is essential.
• High level of customer care and professional phone manner.

Responsibilities

• Manage customer queries via inbound/outbound calls.
• Accurately log all queries and maintain customer data.

Skills

Customer Care

Communication

Time Management

Tools

Microsoft Office

Job description

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Customer Service Consultant

Date: 12 May 2025

Location: Edinburgh, GB

Company: Royal London Group

Job Title: Customer Service Consultant - Case Management

Contract Type: Permanent

Location: Edinburgh

Working style: Hybrid 50% home/office based

Start date: Late July / Early August - dates to be confirmed

Working hours Monday- Friday 37.5 hours per week covering from 8am-6pm No weekend or evening work

Fantastic industry leading benefits: Private Healthcare, Market leading pension,Training & Development opportunities.

Closing Date: Friday 23rd May

Salary & Benefits:We offer a base salary starting at £25,500 per annum, increasing dependent on experience. Additional to this we offer great benefits which include: 28 days holiday + bank holidays (with the option to buy and sell), annual bonus and salary reviews, discounts, a market leading pension package, with the opportunity to tailor benefits to suit your preferences.

We are seeking friendly and customer-orientated individuals to join our team of Customer Service Consultants. In this role you will have the opportunity to work with a variety of internal and external customers, including Financial Advisors and Royal London Group Members. This is a pivotal position within our organisation, offering the chance to make a real impact. With your exceptional communication skills and attention to detail, you will help to build strong relationships with our customers, you will be their first point of contact, dealing with inbound and outbound enquiries, resolving any queries through to completion and keeping the adviser/customer up to date.

About the role

• Provide a professional and superior experience for every customer.
• Manage customer queries via inbound/outbound calls as well as responding to email and written correspondence.
• Prioritise and respond to customer queries in a timely fashion, detailing requirement for the fulfilment of their request and managing their expectations.
• Accurately log all queries and maintain customer data to ensure accuracy of content and that we meet regulatory standards.
• Work as part of a wider team to ensure best practises and advice is consistently given to customers, meeting their needs, and supporting the Royal London Group purpose.

About you

• Experience in a customer service role via telephone or face to face is essential.
• High level of customer care, always putting the customers’ needs at the heart of the decisions you make.
• Polite, professional phone manner with the ability to communicate in a clear, confident, and sincere tone.
• Thrive in a fast-paced environment with the ability to manage and prioritise multiple queries and processes simultaneously.
• Working Knowledge of Microsoft Office, including Word, Excel and Outlook is required.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

OurPeople Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here -Our Benefits

Inclusion, diversity and belonging

We’re anInclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.