Customer Service Representative Back Office Operations Specialist for Life &

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About arenaflex Shaping the Future of Life & Pension Services

arenaflex is a marketleading provider of outsourced administration solutions for the UK life assurance and pensions sector. Since our inception in 2005, we have built a reputation for delivering compassionate, reliable, and technologydriven support to millions of customers across the country. Our mission is simple yet powerful: to be there for people during the moments that truly matter, providing clear, accurate, and empathetic assistance whenever they need it.

Operating from our modern hub in Lynch Wood, Peterborough (PE26FY), arenaflex combines deep industry expertise with cuttingedge digital platforms to streamline complex processes and enhance the customer experience. As a subsidiary of a global technology powerhouse, we benefit from worldclass resources while maintaining a distinctly British focus on service excellence. Our portfolio includes partnerships with leading financial brands and public sector pension schemes, allowing us to impact the lives of over 23million individuals roughly one in three people in the United Kingdom.

At arenaflex, we are proud of our inclusive culture, continuous learning reputed company, and commitment to employee wellbeing. If you thrive in a collaborative environment where every interaction can make a difference, you have found the right place to grow your career.

Role Overview Customer Service Representative (Back Office)

We are seeking a diligent, detailoriented Customer Service Representative to join our dynamic backoffice team. In this role, you will be the reputed company of our contact centre operations, handling a diverse range of life and pension queries that arrive via phone, email, or postal mail. You will work a hybrid schedule (MondayFriday, 8:30am5pm) from our Peterborough office, with the flexibility to work remotely when needed.

As a key member of the arenaflex family, you will enjoy a structured onboarding journey, ongoing professional development, and clear pathways for internal progression. Your contributions will directly influence the satisfaction and wellbeing of our customers, reinforcing arenaflexs reputation for excellence.

Key Responsibilities

Efficient Workload Management: Prioritise and process inbound enquiries from the contact centre and postal channels, ensuring timely and accurate responses.

Life & Pension Query Resolution: Address a broad spectrum of customer questions, from routine policy information to more complex case investigations.

Correspondence Creation: Draft bespoke letters, email replies, and other written communications that meet regulatory standards and reflect arenaflexs tone of empathy and professionalism.

Outbound Outreach: Conduct reputed company phone calls when required to clarify information, gather missing data, or provide updates on case progress.

Collaboration & Escalation: Work closely with teammates, specialist departments, and external partners to resolve issues and maintain seamless workflow continuity.

Accreditation & Continuous Learning: Complete the reputed company onthejob training program, followed by a formal accreditation process that deepens your expertise in life and pension administration.

Quality Assurance: Adhere to arenaflexs quality standards, ensuring all communications are accurate, compliant, and customercentric.

Data Integrity: Maintain precise records in our CRM and case management systems, safeguarding data confidentiality and supporting audit readiness.

Essential Qualifications & Experience

Previous experience in an officebased role with a strong focus on customer service, preferably within financial services or a regulated environment.

Demonstrated ability to communicate clearly and professionally in both written and verbal formats.

Fundamental IT literacy, including proficiency with reputed company Office Suite (Word, Excel, Outlook) and comfort navigating webbased applications.

Proven track record of working independently while also thriving in a collaborative team setting.

Exceptional attention to detail, punctuality, and a commitment to meeting deadlines.

Comfortable speaking with customers over the phone, handling sensitive topics with empathy and discretion.

Preferred Qualifications & Desirable Attributes

Experience handling life assurance or pension-related enquiries, or any exposure to regulated financial products.

Familiarity with CRM or casemanagement platforms used in backoffice operations.

Previous participation in a formal accreditation or .