Senior Customer Service Specialist – Financial Services

Canada Life; Douglas; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Pension

Bonus scheme

Income protection

Private medical insurance

Life assurance

Job summary

Canada Life UK is seeking a Customer Service Representative to handle inbound calls and customer queries related to insurance policies, delivering accurate information within service levels. You will respond to emails and web enquiries with clarity and professionalism while using active listening to understand needs and vulnerabilities.

The role supports team training and continuous improvement while maintaining policy compliance.

Qualifications

• Minimum of 5 A*-C GCSEs including English and Maths.
• Award in Financial Administration or willing to work towards this qualification.

Responsibilities

• Process customer requests and handle inbound calls in line with standards, aiming for first-time resolution.
• Respond to customer emails and web enquiries clearly and professionally.
• Resolve complaints and complex queries with clear explanations and solutions.
• Support team leadership, training and continuous improvement activities.
• Maintain familiarity with risk management and regulatory policies.

Skills

Customer service

Active listening

Effective questioning

Communication

Empathetic tone

MS Office

Attention to detail

Education

GCSE English & Maths

Award in Financial Administration

Tools

MS Office

Job description

Canada Life UK is seeking a Customer Service Representative to handle inbound calls and customer queries related to insurance policies, delivering accurate information within service levels. You will respond to emails and web enquiries with clarity and professionalism while using active listening to understand needs and vulnerabilities.

The role supports team training and continuous improvement while maintaining policy compliance.