Customer Service Representative (6 month FTC)
Location: Reigate – Hybrid (minimum 50% office, remainder at home). Contract: Fixed Term. Hours: Full time, 35 hours per week. Preferred times: 8:30‑16:30, 9:00‑17:00, 9:30‑17:30. The role will be office‑based for training and then hybrid.
About Us
We help people achieve a better later life. That’s our purpose and the reason we exist. We are a fast‑growing company helping customers enjoy the retirement they deserve. Through a variety of award‑winning products and services delivered by a diverse team of over 1,400 colleagues that genuinely put the customer at the heart of everything we do, we are on an exciting growth journey to become the UK’s most loved retirement expert.
Key Responsibilities
- Answer inbound telephone calls from customers and advisors across all product ranges and stages of the customer journey.
- Provide a customer‑centric approach to call taking to deliver great outcomes.
- Make outbound calls to third‑party organisations (e.g., ceding schemes, solicitors, intermediaries, GP surgeries) to ensure timely receipt of income or mortgage funds.
- Produce quotes or re‑quotes over the telephone.
- Perform relevant administrative tasks, maintaining data entry standards and complying with industry regulation.
- Liaise between departments to ensure all queries are answered accurately and result in the best customer experience.
- Liaise with internal and external customers and third parties to maintain professional relationships.
Required Qualifications
- Previous experience in a telephony customer‑services function.
- GCSE level education (or equivalent) with passes in English and Maths (at grade C or above).
- Ability to explain complex information in plain, simple English and adapt language for different audiences.
- Passion for delivering great customer service and a willingness to go the extra mile to ensure customer satisfaction.
- Experience using Microsoft Office (Outlook, Word, Excel).
Benefits
- Competitive salary, pension scheme and life assurance.
- Generous and highly achievable annual bonus scheme.
- Opportunities to progress your career in‑role and within the company.
- 25 days annual leave and an additional day on your birthday.
- Private medical cover and income protection.
- Free access to the Headspace app, 24/7 employee assistance helpline and trained physical & mental health first aiders (on‑site).
- Employee‑funded benefits and additional purchase options via the online benefits portal.
Our Commitment to Diversity, Equity, Inclusion and Belonging
We value diversity of thought and fostering a sense of belonging is critical to our business success. Our work on DEIB aims to deliver a brilliant employee experience and we remain committed to publicly disclosed HM Treasury Women in Finance Charter and Race at Work Charter targets, supporting a range of employee networks and events that champion intergenerational working, social mobility and neurodiversity.
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