Customer Service Consultant

Royal London Group; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading UK mutual organization is seeking a Customer Service Consultant. You will manage customer inquiries, provide exceptional service, and work in a hybrid environment. The ideal candidate has experience in customer service and excellent communication skills. Competitive salary starting at £25,610 plus numerous benefits, including an employer pension match and annual leave.

Benefits

28 days holiday plus bank holidays

Annual bonus

Market leading pension package

Private medical insurance

Qualifications

• Experience in a customer service role via telephone or face-to-face is essential.
• High level of customer care with a focus on customer needs.
• Polite, professional phone manner.

Responsibilities

• Provide a professional experience for every customer.
• Manage customer queries via calls and email.
• Log all queries and maintain customer data.

Skills

Customer service experience

Communication skills

Ability to manage multiple queries

Microsoft Office proficiency

Job description

Job Title

Customer Service Consultant

Contract Type

Permanent

Start Date

February and March 2026

Location

Alderley Park

Working Style

Hybrid 50% home/office based

Closing Date

28th November 2025

Salary & Benefits

Base salary starting at £25,610 per annum, increasing dependent on experience. Additional benefits include 28 days holiday + bank holidays (with option to buy and sell), annual bonus, salary reviews, discounts, a market leading pension package, with the opportunity to tailor benefits to suit your preferences.

Responsibilities

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

Qualifications & Experience

• 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 decisions.
• Polite, professional phone manner with ability to communicate in a clear, confident, and sincere tone.
• Thrives in a fast‑paced environment with ability to manage and prioritise multiple queries and processes simultaneously.
• Working knowledge of Microsoft Office, including Word, Excel and Outlook; previous administrative work highly sought.

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. Our People Promise is to work somewhere inclusive, responsible, enjoyable and fulfilling, underpinned by the Spirit of Royal London values: Empowered, Trustworthy, Collaborate, Achieve.

Benefits

In addition to the base salary, we offer 28 days annual leave plus bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can view all benefits on our Benefits page.

Inclusion, Diversity and Belonging

We are an inclusive employer, celebrating and valuing different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills that are recognized and respected – whatever their background.