Senior Customer Experience and Social Media - Edinburgh, United Kingdom - Phoenix Group

Phoenix Group
Phoenix Group
Verified Company
Edinburgh, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Location and flexible working:
Edinburgh. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process


Job Type:
Permanent


Closing Date: 29th June


Salary and benefits:
Up to £40,000 dependent upon experience plus 16% bonus up to 32%, 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 a Senior Customer Experience and Social Media Consultant within our Customer Experience team.


Who are we?
We want to be the best place that any of our 6,800 colleagues have ever worked.

We're the UK's largest long-term savings and retirement business.

We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 billion of assets under administration.

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 support the development and implementation of our customer interaction on Social Media and Trust Pilot, supporting customers with their queries with our Customer consultants
  • Own the Voice of Customer Recover framework and processes, overseeing the proactive investigation and customer contact activity where customers' experience has not met expectations
  • Work closely with Voice of the Customer analysts providing insight to support customer decision making and help build customer propositions, new proposition development, customer contact and management strategies
  • Manage, motivate and develop a small team to ensure they continue to deliver excellence against a background of continual internal and external change
  • Provide proactive insight on Voice of Customer Recover, Social Media & Trust Pilot to key stakeholders across the business

What We're Looking For

  • Experience with Social Media platforms including Trust Pilot and an understanding of the latest trends and technologies
  • Excellent relationship building skills with the ability to collaborate with stakeholders both internally and externally and at all levels of the organisation
  • Experience of coaching and developing a team
  • Ability to manage multiple responsibilities and deliver high quality results under tight deadlines with attention to detail
  • Ideally you will have a marketing qualification (CIM or equivalent) along with marketing experience gained within Financial Services

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

LI-DS1

LI-HYBRID
More jobs from Phoenix Group
See all jobs of Phoenix Group