Location: Plymouth
Working style: Hybrid - This position requires working shift patterns between 9am – 5:30pm Monday – Friday
Closing date: 15/05/2026
We are currently recruiting an Information Centre Coordinator (ICC) to join RL Equity Release team in Plymouth.
As a Coordinator in the Information Centre, you will be the first point of contact for customers, managing enquiries, providing clear and accurate information, and delivering a professional, personable and responsive service that ensures fair customer outcomes.
About the role
* Manage phone calls (primarily outbound) to customers who have requested further information about later life lending solutions.
* Able to progress calls using call management skills and be responsive to customer questions and concerns.
* Gain relevant customer information through effective questioning, qualifying customers’ needs ahead of arranging appointments with our Advisers teams.
* Adhere to compliance/regulatory scripts where necessary during calls, whilst also building positive rapport with customers.
* Accurately utilise and update multiple systems including a dialler and a CRM database.
* Show empathy and build effective relationships with customers inquiring about our services.
* Achieve monthly KPI’s such as call quality, appointments booked and call volumes.
* Positively represent the Royal London brand on all calls and interactions with customer leads.
* Handling potentially vulnerable customers in an empathetic and sensitive way.
Essential:
* An excellent telephone manner with the ability to assertively manage calls.
* Self-motivated with a ‘can do’ attitude.
* Confident user of Microsoft Office suite.
* Able to be quickly adaptable to meet customer circumstances.
preferred:
* Previous experience working towards targets.
* Developed outstanding customer service skills – possibly from a previous role in retail or hospitality.
* Experience working in a regulated or call centre environment.
key performance indicators/performance measures
* Conversion – calls to appointments booked / appointments booked to appointments attended
* Productivity measures
* Quality results
Royal London Equity Release Advice is part of the Royal London Group.
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