Salary : Competitive, based on experience plus bonus & 38 days holiday (including bank holidays), generous pension, private medical health cover, life assurance cover, volunteering days and lots more!

Job Type: Permanent

Closing Date : 26th May

Location: Telford

We have an incredible opportunity to join us here at Phoenix Group as a Broker Quote Specialist to join our Partnerships Solutions team in Retirement Solutions, within our thriving Open division.

Who are we?

We want to be the best place that any of our 6,800 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer our 13 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£310 billion of assets under administration. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role

The role holder will drive and focus on supporting Advisers within our new team and collaborate closely with our Customer services team. The Annuity Broker Quote Specialist is a telephone-based role which has the skillset to manage a wide range of contact needs (predominantly by telephone) such as quote requests, portal support, escalations and professional quote follow-up for Brokers and Intermediaries.

• Provide support to Brokers and Intermediaries by providing quotes, portal support, escalations, and quote follow up within agreed service levels, ensuring the right outcome is achieved aligned to quality standards, regulatory requirements and consumer duty policies.
• To assess, document, and make appropriate suggestions for enhanced annuity applications in line with prevailing underwriting philosophy at any given time.
• Chase the return of applications arising from quotes and actively seek to optimise conversion of quotes to applications, handling any queries with Under-Writing teams in a collaborative manner.
• Actively work with Brokers and Intermediaries, Telephone Account Managers and the customer services team to continuously improve the service experience, seeking to reduce customer effort and improve efficiency, proactively feeding back any insight gained in respect of market trends and competition in order to maximise business opportunities.
• Support Brokers and Intermediaries by using your in-depth knowledge to deliver an appropriate outcome such as issuing a quote, issuing a letter or fulfilling the request verbally.
• Ensure all appropriate legislative, regulatory and internal process and procedure knowledge is developed and maintained identifying, reporting and resolving any breaches and ensuring that the correct identity checks are undertaken to verify the caller.
• Manage and resolve customer complaints: identifying complaints, investigating where appropriate and resolving where possible including complex technical queries at point of early resolution, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and take action to continually improve the customer experience.
• Accurately record activity and output using the appropriate system (CRM) to enable the appropriate quality checking to the prescribed QA framework for the role ensuring accurate management information.
• Demonstrate a commitment to personal development by implementing your personal development plan, to maximise your own potential, acting as a positive role model to others by consistently demonstrating the desired behaviours and principles, whilst maintaining an expert knowledge of products, systems and legislative/regulatory requirements.

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 #LifeAtPhoenix

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

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