Customers are at the very centre of everything we do. Because at heart we’re a service industry.

David Woollett, Customer Director

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The Customer at
Phoenix Group

Getting it right for our customers is the essence of what we do. So, our Customer teams are at the heart of our business, ensuring customers receive a responsible, fair and helpful service every time they deal with us. And if something goes wrong, we aim to sort it out as soon as possible, while keeping the customer up to date on what’s happening.

Ultimately, this ensures Phoenix is recognised as a business that delivers on its commitments to improve results for customers. To succeed here, you’ll need the drive and positive approach to contribute to the team and the ability to think creatively about customer behaviours.

 

Our Customer Teams

Customer Operations

We monitor, measure and help to deliver the best service to our customers. This means we’re involved in a full range of projects, from creating a digital platform and delivering management information, to overseeing change initiatives and driving improvements. We listen to customers to identify and manage risk and create a Phoenix customer plan. This involves working with Outsource Service Providers and other Phoenix teams, to introduce relevant improvements. We also oversee the SAS models that produce the figures to set bonuses for our with-profits funds.

Customer Operations

Customer Oversight and Improvement

Our Outsource Service Providers are the ones who deal with our 5.7 million customers, so we’re the team that makes sure they’re delivering great service and fair outcomes. It’s a big job, defining the standards and risk the Outsource Service Providers should follow in all their communications covering around 500,000 transactions each month, across a range of channels. We work closely with our Outsource Service Providers and other Phoenix teams, as well as reporting to the Board on the overall customer experience. So, we look for people who can build strong working relationships and enjoy a challenge.

Customer Oversight and Improvement

Customer Propositions and Digital Strategy

In this team, we challenge the status quo by developing new digital and product propositions for our customers. This ensures they receive quality service, relevant products and informed advice. Our Engagement and Marketing teams find innovative ways to promote our services to customers, while Customer Experience develops end to end customer journeys. The Propositions team, develops competitive products that deliver value to both customers and Phoenix.

Customer Propositions and Digital Strategy

Customer Relations

In Customer Relations, we deal with everything to do with customer complaints, from handling them, to setting standards for the way we deal with them and monitoring the quality of our processes to constantly improve them. This includes ensuring all our customer-facing teams and our Outsource Service Providers know how to deal with a customer complaint and who to pass it on to in our team. We also make sure we’re always up-to-date with regulatory requirements in the way we handle complaints.

Customer Relations

Product Management

In Product Management, we make sure that our customers get the benefits they deserve from our wide range of current and legacy products and we improve things if they don’t. That means understanding customer needs and enhancing products where necessary, ensuring products meet all regulatory requirements and making sure product charges are fair. We also set policy and monitor activity on unit pricing, and support Outsource Service Providers on individual queries.

Product Management
Phoenix Group Careers | Our People | Customer | Reesha Ram Image.jpg

My Career
Life Story

Reesha Ram, Website Services Manager.

Most offices I’ve worked in previously have had a ‘retro’ feel – a polite way of saying they were old! The workspace and environment at Phoenix are completely different. It definitely promotes wellbeing and makes Phoenix a great place to work.

I also enjoy the company culture - they aim to give you a good work/life balance and there’s a lot of consideration for working parents like me. The people across the whole business are all very friendly and welcoming, too.

2017

Website Services Manager, Phoenix Group

Managing online services for myphoenix.co.uk.

2016

Digital Specialist, Coventry Building Society

Managing content transition of website onto a new content management system.

2013

Social Media Manager, Halfords Plc

Managing social media platforms and developing strategy.

2011

Digital Communications Manager, Halfords Plc

Managing all digital communications.

2009

Customer Journey Manager, Halfords Plc

Managing online journey from search to delivery of product.

Contact the recruitment team

Contact: Ruth Prosser

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