Customer Services Learning And Development Manager

Job Type: Permanent

Location: This role could be based in either our Telford office with time spent working in the office and at home.

Flexible working: All of 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.

Closing Date: 2/04/2024

Salary and benefits: £41,000 - £65,700 plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

We have an incredible opportunity to join us here at Phoenix Group as a Customer Services Learning and Development Manager to join our customer service team.

Who are we?

We want to be the best place that any of our 7,400 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, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 business 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 be responsible for oversight and management of Learning and Development provisions for the wider Customer Services department, catering for the demands and needs of a diverse audience, to deliver excellent customer outcomes.

The purpose of the role is to lead and manage a team in the provision of delivering learning solutions to Customer Services to time, cost and governance standards. You will also be responsible for oversight of recruitment for the department, promoting a culture of Learning and ensuring that the Phoenix values are reflected in everything we do. You will play a key role in ensuring customer reasonable expectations are met, along with the requirements of the company. You will also be expected to deliver required change to improve customer and stakeholder outcomes and drive process efficiencies.

What are we looking for?

We are looking for a leader with proven skills in influencing, negotiation, communication, and problem-solving. Our ideal candidate has the drive and confidence to improve the learner experience across departments, the ability to plan and forecast effectively and drive team engagement. You will be good at problem solving and have ability to navigate ambiguity. With a culture of "one team," building positive relationships with peers, partners, and your team is essential.

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
Find out more about Phoenix Flex, our approach to flexible working, here: https://www.thephoenixgroup.com/careers/flexible-working/

This role is in scope of the transformation of our Reassure business by 2026.

We are extending our existing strategic partnership with the leading IT services provider Tata Consultancy Services (TCS). This means that over the next three years, we’ll be moving our customers to a new technology platform. As well as this, we’ll transition some roles over to TCS’s UK subsidiary, Diligenta. This role is in scope of this work which means initially you will be employed by Phoenix Group and over time your role will transition to Diligenta. Your recruiter will explain more about this during the recruitment process.

We’re still looking for talented individuals to join us and the small number of advertised roles impacted by this will clearly state so on the job advert.

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