Job Description

Job Title: Customer Service Consultant
Contract Type: Permanent
Start Date: March 2026
Location: Edinburgh
Working style: Hybrid 50% home/office based
Closing Date: 5th December 2025
Salary & Benefits: We offer a base salary starting at 25,610 per annum, increasing dependent on experience. Additional to this we offer great benefits which include: 28 days holiday + bank holidays (with the option to buy and sell), annual bonus and salary reviews, discounts, a market leading pension package, with the opportunity to tailor benefits to suit your preferences.
We are seeking friendly and customer-orientated individuals to join our team of Customer Service Consultants. In this role you will have the opportunity to work with a variety of internal and external customers, including Financial Advisors and Royal London Group Members. This is a pivotal position within our organisation, offering the chance to make a real impact. With your exceptional communication skills and attention to detail, you will help to build strong relationships with our customers, you will be their first point of contact, dealing with inbound and outbound enquiries, resolving any queries through to completion and keeping the adviser/customer up to date.
About the role

• Provide a professional and superior experience for every customer.
• Manage customer queries via inbound/outbound calls as well as responding to email and written correspondence.
• Prioritise and respond to customer queries in a timely fashion, detailing requirement for the fulfilment of their request and managing their expectations.
• Accurately log all queries and maintain customer data to ensure accuracy of content and that we meet regulatory standards.
• Work as part of a wider team to ensure best practises and advice is consistently given to customers, meeting their needs, and supporting the Royal London Group purpose.

About you

• Experience in a customer service role via telephone or face to face is essential.
• High level of customer care, always putting the customers' needs at the heart of the decisions you make.
• Polite, professional phone manner with the ability to communicate in a clear, confident, and sincere tone.
• Thrive in a fast-paced environment with the ability to manage and prioritise multiple queries and processes simultaneously.
• Working Knowledge of Microsoft Office, including Word, Excel and Outlook is required, with previous administrative work being highly sought after.

About Royal London
We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits
Inclusion, diversity and belonging
We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.

Skills Required