Helpdesk Representative in Phoenix Group at Edinburgh, Scotland, United Kingdom

Part Time

Website Phoenix Group

This listing is about Phoenix Group in Edinburgh, Scotland, United Kingdom
in 2022

About the job

Job Description

Salary: up to £21,000 plus excellent annual bonus of 8-16%, 38 days holiday, 10% pension, private healthcare plus many other benefits

Job Type: Permanent Position

Job Contact: 0131 245 1000

Closing Date: 31.3.22

If you’re great with customers, you can look forward to a bright future in our Workplace Benefits Platform Team. We know great people have even greater choices when it comes to their career. At Phoenix Group, we can offer you the chance to bring your experience, drive and exceptional customer service skills to an industry leader in the life savings business.

We’re currently recruiting for a Customer Operations Representative to join our Workplace Benefits Platform (WBP) Helpdesk Team, to provide new and existing customers with the best possible service in relation to all customer enquiries and requests received via telephone and email.

Within the area, we manage a portfolio of clients, maintaining their Employee Benefits Platforms. This includes various roles such as Consultants and Implementers, who build and maintain the Platform, an Administration Team who service our clients in a BAU environment, maintaining the data base through regular data file updates, and providing monthly reporting, both payroll and provider and our Helpdesk Team, who liaise with our clients’ employees, supporting with any specific platform enquiries, including navigation. The Team liaise with internal stakeholders on an on-going basis. This is an exciting opportunity to begin, or continue a career in the Employee Benefits industry.

Key Responsibilities

  • Resolve employee enquiries received both via telephone and e-mail fairly and effectively, in a timely and accurate manner, in line with service level agreements
  • Responsible for inbound and potentially outbound contact with clients, their employees and benefits providers, using a range of media (e.g. telephone, e-mail etc.) ensuring the best possible experience
  • Assist in the provision of Management Information, both internal and external
  • Responsible for following core processes to ensure optimisation of the employee experience. All actions must comply with process requirements
  • Develop understanding and demonstrate knowledge of specific platforms, services and processes
  • Proactively promote the benefits of online technology, in line with the use of self-service where possible
  • Building valuable relationships by developing a solid understanding of employee needs
  • Identifying any potential problems, get to the root cause and take appropriate action to escalate and / or resolve as appropriate
  • Demonstrating flexibility in working patterns to meet business needs
  • Keeping up to date with legislative changes
  • Keeping up to date with product and process knowledge as required for role
  • Maximising opportunities to retain and grow customers where applicable


What We’re Looking For

  • Flexible benefits experience and general knowledge of UK compensations and benefit
  • Experience of benefits, pensions and / or payroll
  • The ability to deliver exceptional customer service
  • Proven success in taking ownership, using root cause analysis techniques to investigate and report / share findings
  • Team player who identifies opportunities to improve processes and support other members of your team
  • Takes personal responsibility for problem solving and continuous improvement with the ability to ‘think outside the box’
  • Comfortable working in a fast paced environment with changing priorities
  • Has the ability to stay calm under pressure
  • Proactive approach and passionate about a career in Employee Benefits
  • High level of numeracy with strong Microsoft Office skills
  • You’ll be familiar with Excel formulas such as VLOOKUPs, in order to reconcile and analyse data
  • Proactive with the ability to work alone without daily guidance on what to do (will not be micro managed)
  • Ability to manage multiple projects, clients, tasks, prioritise, schedule own work (able to manage concurrent multiple active projects and provide support to other team members at the same time.)
  • Strong relationship building and communication (verbal and written) skills and enjoy working with a diverse audience


  • Experience of multi-stakeholder projects
  • Knowledge of UK tax rules in the area of compensation and benefits
  • Ability to apply a systematic approach to measure and evaluate against standards / client SLA’s
  • Previous experience making improvements to processes, systems and services to ensure they are fit for purpose and support error prevention
  • Pensions knowledge

What We Offer

Bring your ‘whole self’, skills and dedication to the Phoenix Group and we’ll recognise your effort, support your development and help to drive your ambition. We’ll ensure you’re rewarded for your contribution with a competitive package that includes an attractive pension, annual bonus potential, private medical insurance, generous holiday entitlement, enhanced maternity and adoption leave and a range of other financial services and lifestyle flexible benefits.

Join us and you join a unique organisation. It’s not just the 14 million policyholders we serve, or the £300 billion of assets we look after. Or that we’re a FTSE 100 company that has been listed as one of the UK’s Top Employers for ten years running. It’s our talented, inclusive and diverse workforce that makes us a success. We offer flexible working opportunities ensuring we attract and retain the very best of talent. Find out about more about our people’s stories, our values and our commitment to diversity.

Key Competencies

Build Relationships

Building partnerships, networks and relationships.

Communication Skills

Clearly and effectively communicates information, ideas, plans, requests and opinions to internal and external stakeholders through a range of channels including written and oral. Ensures alignment with communication guidelines and policies.

Customer At Heart

Being customer driven in all you do, understanding and meeting the customer’s needs and connecting emotionally with the customer.

Delivering Results

Meeting and exceeding performance goals and expectations to deliver results.

Embrace Change

Adjusting your behaviour to meet the demands of a changing working environment.

Information Seeking

The ability to efficiently and effectively collect information, to provide insight to others or to help solve business issues.

Online Interviews and Onboarding

All our interviews, onboarding and new joiners are now managed remotely. We have in place a strong virtual support network to ensure new colleagues are supported and developed as they navigate their first few months with us

About Us

Phoenix Group is a member of the FTSE 100 index and is the UK’s largest long-term savings and retirement business. We specialise in the acquisition and management of Heritage life insurance and pension funds. We’ve businesses in the UK, Germany and Ireland and hold a broad range of both Heritage and Open products split across three key business segments: UK Heritage, UK Open and Europe. Our open business manufactures and underwrites new products and policies to support people saving for their future in areas such as workplace pensions and SIPPs, primary under the Standard Life brand. And we market corporate pension trustee services and manufacture products to be sold under other brands. Did you know Phoenix Life manufactures SunLife’s market leading Guaranteed Over 50’s plan? Find out more about Phoenix Group here.

We value diversity in our workforce and welcome enquiries from everyone.

Company: Phoenix Group

Vacancy Type:  

Job Location: Edinburgh, Scotland, United Kingdom

Application Deadline: N/A

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