Consistent with Phoenix’s customer values, the Commitment sets out a common framework for professional standards across the whole sector. It encourages all firms to operate clearly defined and consistent policies towards customer service whilst acting with integrity and in the best interest of customers. It ensures staff hold appropriate qualifications and that firms have in place continuing professional development for employees, whilst working within a culture that embraces positive behaviours. This high level of service is increasingly important in the new pension freedoms world, which has given pension savers much more choice about their retirement options.
The framework has been developed in conjunction with a steering group of industry leaders – of which Phoenix is a member – over the past twelve months. By adopting, and indeed helping to develop, this Commitment, Phoenix has underlined its responsibility to continue to deliver high standards of professionalism and service to its customers. This is aligned with Phoenix’s strategy of improving customer outcomes, which focuses on value, service and security.
Andy Moss, CEO of Phoenix Life, said: “This Commitment complements Phoenix’s aim to continue to improve the offering we provide to our customers, and we are proud to be among the first adopters. We are fully committed to treating our customers fairly, both in the way that we manage their policies and in the way that we deal with them.”
In keeping with the new framework, Phoenix employees who are customer facing will need the skills and knowledge to:
• Understand and empathise with customers faced with the challenges of making choices
• Identify where customers are in their decision making process, and their appetite to understand and engage with the choices they face
• Offer the information and guidance customers need to enable them to make and exercise good choices
Mr Moss added: “We are keen to ensure that all of our front line staff have a consistent level of training and are valued as expert call handlers, and we are committed to supporting their development. In our experience, this has enabled our staff to better meet our customers’ demands.”
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