Head of Service Excellence

October 14, 2024

Phoenix Group

Edinburgh

OTHER

Location and flexible working: Edinburgh. All our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.
Job Type : Permanent
Closing Date : 28 th October
Salary and benefits: £100,000 to £125,000 dependent upon experience plus 30% bonus up to 60%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, income protection, 3x volunteering days and much more
Recruiter : Douglas Smith
We have an incredible opportunity to join us here at Phoenix Group as the Head of Service Excellence managing all aspects of service and experience delivery to our Workplace schemes.
Who are we?
We want to be the best place that any of our 6,600 colleagues have ever worked.
We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, Sun Life, Phoenix Life and Re Assure. Around 1 in 5 people in the UK has a pension with us. 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
You will have responsibility for effectively managing all aspects of service and experience delivery to our Workplace schemes (working in collaboration with senior management in the effective management of Diligenta). In addition to leading an in-house contact centre, you will be responsible for all elements of operational governance, ensuring what we do across the entire operational estate meets the needs and expectations of our Master Trust Board and The Pensions Regulator (TPR).
You will shape and continuously refine how we present our service story and report service performance to multiple internal and external stakeholders that supports our trading objective whilst also ensuring what we provide to Workplace clients reflects the service and experience they and their members receive.
You will manage key internal and external relationships that support the achievement of business and trading objectives, creating an operating environment where colleagues are encouraged to continually improve what we do to optimise operational effectiveness and efficiency, whilst also delivering market-leading experiences to Workplace clients, their members, and their advisers.
In addition to being part of the Workplace Leadership Team, you will support the Customer Director in proactively amplifying our external voice and enhancing how we deliver market leading service and experience through innovation and technology whilst also demonstrating the delivery of good member outcomes.
What We’re Looking For

An experienced senior leader who has experience in managing complex deliveries with multiple key stakeholders and running large, varied teams successfully.
A track record in successfully operating at a variety of levels and influencing individuals and teams to exceed expectations.
Be highly disciplined, with a strong preference for action and recognises the importance of delivering results that align to the objectives of key stakeholders.
Placing the customers at the heart of what they do and invests time to create a culture and operating environment with colleagues and peers that optimises impact and outcomes.
Be successful, innovative and creates confidence in their ability to lead teams to achieve important customer and business outcomes.

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 #Life At Phoenix

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

This role is covered by the Senior Managers & Certification Regime (SM&CR) as a certified role.
Therefore this role is subject to annual certification by Phoenix Group, as well as regulatory compliance standards. Anybody performing this role will be subject to: