Customer Service Consultant

Royal London Group; Plymouth; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A leading mutual life and pensions company in the UK is seeking a Customer Service Consultant to deliver exceptional support to customers. The role entails acting as a subject matter expert, providing training to colleagues, and ensuring a proactive service approach. Ideal candidates will have proven customer service experience, excellent communication and IT skills, and a commitment to continuous improvement. This position offers a competitive salary, hybrid working conditions, and a comprehensive benefits package including 28 days holiday, bonuses, and a leading pension scheme.

Benefits

28 days holiday plus bank holidays

Annual bonus and salary reviews

Market leading pension package

Private medical insurance

Qualifications

• Proven experience in customer service, ideally in financial services.
• Ability to work autonomously and as part of a team.
• Strong IT skills, including Microsoft Office.

Responsibilities

• Take ownership of customer requests, delivering a proactive service.
• Act as an SME for the team and assist with complex cases.
• Champion Royal London’s values: Collaborate, Achieve, Trustworthy, Empower.

Skills

Customer service experience

Communication skills

Numeracy skills

IT skills

Proactive approach

Tools

Microsoft Office (Word and Excel)

Job description

Job Title: Customer Service Consultant

Contract Type: Permanent

Location: Plymouth

Working style: Hybrid 50% home / office based

Closing date: 2nd January 2026

Salary & Benefits: We offer a base salary of £23,900 per annum. 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 looking for a Customer Service Consultant to play a key part in providing industry-leading support to our customers. You’ll act as a subject matter expert, support vulnerable customers, help drive continuous improvement, and support your team leader and wider leadership team to enhance the customer journey. You’ll also provide training and mentoring to less experienced colleagues.

Key Responsibilities

• Take ownership of customer requests, delivering a personal and proactive service from start to finish
• Act as an SME for your team, assisting colleagues and handling complex or sensitive cases
• Identify opportunities for coaching, training, and continuous improvement
• Ensure all transactions and enquiries are processed accurately and within agreed timescales
• Demonstrate strong risk awareness and comply with all regulatory requirements (HMRC, FCA)
• Champion Royal London’s values: Collaborate, Achieve, Trustworthy, Empower

What We’re Looking For

• Proven experience in customer service, ideally within financial services
• High levels of commitment, customer empathy, and professionalism
• Excellent verbal and numeracy skills, with confident and sincere communication
• Ability to work autonomously and as part of a team
• Strong IT skills, including Microsoft Office (Word and Excel)
• Proactive approach to personal development and change

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 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 an Inclusive 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.