Standard Life Assurance Limited, part of Phoenix Group, has won two coveted awards at the annual CCA Excellence Awards, for ‘Most Effective Vulnerability Strategy’ and ‘Contact Centres Great Places to Work’.

The awards recognise world-class professional achievement in customer service excellence, with each category judged by a panel of experts from a range of sectors and specialisms.

The first award win for ‘Most Effective Vulnerability Strategy’ highlights the ongoing commitment and investment the business is making to ensure its customers receive the right support, at all times, including those in vulnerable circumstances. Using classroom based training, Standard Life Assurance is helping colleagues to recognise potential vulnerability and understand the importance of being attuned to this. The company has also been running interactive events to enable colleagues to empathise with customers who may have sight, dexterity or hearing impairments which may affect their ability to interact easily.

The second award win, the Gold Award for ‘Contact Centres Great Places to Work’, recognises the training, support and investment that Standard Life Assurance continues to make in its customer operations teams who provide an excellent service to customers.

These awards further build on from last year where we won the CCA Excellence award for ‘Excellence in Skills, Learning and Development’.

John McGuigan, Customer Director at Standard Life Assurance, part of Phoenix Group, said:

“The CCA Excellence Awards set the benchmark for customer service in the UK. They recognise outstanding success in customer service across leading public and private sector brands and showcase how we put our customers and colleagues at the heart of everything we do. This is why we’re delighted to have won two awards for ‘Most Effective Vulnerability Strategy’ and ‘Contact Centres Great Places to Work’.

“This award is testament to the commitment of our Customer Operations team at Standard Life Assurance and it’s fantastic for their hard work to be recognised.”

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Media enquiries:

Shellie Wells
Head of Corporate Communications
Phoenix Group
020 3735 0922 / 07872 414 137
shellie.wells@thephoenixgroup.com

Rachel Esland
PR and Public Affairs Manager
Standard Life Assurance, part of Phoenix Group
0131 245 0489 / 07892 705093
rachel_esland@standardlife.com

Notes to editors

About Phoenix Group and Standard Life Assurance Limited

Phoenix Group is the largest specialist consolidator of heritage life assurance funds in Europe. Its main focus has traditionally been on closed life fund consolidation, where it specialises in the acquisition and management of closed life insurance and pension funds (its heritage business).

Alongside this, it has an open business which manufactures and underwrites new products and policies to support people saving for their future and when they come to retire. This open business is underpinned by a strategic partnership with Standard Life Aberdeen following the Phoenix Group’s acquisition of Standard Life Assurance in 2018. Standard Life Assurance is a long-established expert in workplace pensions, personal pensions, long term savings and retirement solutions, and its customers and clients include individual savers and some of the largest employers in the UK, as well as professional advisers. Phoenix Group also has a market leading brand - SunLife - which sells a range of financial products specifically for the over 50s market.

Phoenix Group is a member of the FTSE 100 index, and has 10 million policyholders and £245 billion of assets under management. It has four operating life companies and operations in the United Kingdom, Ireland and Germany.