Telephony Account Manager (Protection)

JobsCloseBy Editorial Insights

Royal London is hiring a Telephony Account Manager (Protection) Edinburgh-based for a hybrid role. This B2B role builds relationships with adviser firms to grow Protection through a consultative approach. You’ll manage inbound and outbound calls, virtual meetings and campaigns, and co-create joint plans with adviser firms to deliver value while hitting targets and upholding Consumer Duty. The ideal candidate has B2B relationship or telephony experience, an interest in Protection, strong planning and CRM discipline, and a willingness to pursue qualifications such as R05 within 24 months. If you don’t meet every criterion, apply with a development plan and highlight transferable skills; the team values potential.

Location: Edinburgh

Contract Type: Permanent

Working style: Hybrid 50% office & home

Competitive salary plus quarterly and annual bonus scheme 

At Royal London, we’re proud of our mutual status and the trusted relationships we’ve built across the UK financial advice market. Our Distribution team plays a vital role in protecting and growing these partnerships, ensuring our propositions reach customers through every channel and platform available.

We’re looking for a passionate and motivated Telephony Account Manager to join our Distribution team. This is a business-to-business (B2B) role focused on building trusted relationships with financial adviser firms and helping them grow their Protection business with Royal London. You’ll join a high-performing, supportive team with a strong track record of collaboration and results, where you’ll be coached, encouraged to share ideas, and supported to develop your career. This is a key role in delivering our strategy, broadening and deepening our reach across the UK financial adviser channel and ensuring Royal London is recognised for market-leading propositions. If you bring curiosity, a customer-focused mindset, and experience building strong relationships (in financial services or beyond), we’d love to hear from you.

If you’re excited by this role but don’t meet every requirement, we’d still encourage you to apply, we’re interested in your potential and transferable skills as well as your experience.

What You’ll Do

• Represent Royal London’s propositions with professionalism and credibility, using a consultative approach aligned to adviser firm needs
• Build and grow relationships with financial advisers and key stakeholders within firms, understanding their goals and identifying ways we can add value
• Manage a mix of inbound and outbound calls, virtual meetings and campaigns, planning your activity to deliver great outcomes for adviser firms and customers
• Work towards agreed performance measures and targets, balancing commercial outcomes with excellent service and customer-focused behaviours
• Create and deliver joint business plans with adviser firms (where appropriate), working with National Partnerships and specialist teams to provide joined-up support
• Use market, MI and customer insight to shape your plans and priorities, feeding back opportunities and improvements to help strengthen our propositions
• Deliver sales in the right way - upholding our values and Consumer Duty principles in every interaction to ensure fair, clear and consistent customer outcomes

What You’ll Bring

• Experience in B2B account management, relationship management, customer success or a telephony/virtual customer-facing role, ideally within financial services (Protection preferred), although we welcome relevant transferable experience from other sectors
• An interest in the Protection market and confidence having professional conversations with adviser firms, with a willingness to learn (we’ll support your development)
• A commitment to ongoing learning, including working towards industry qualifications such as R05 and (where role-relevant) R01 and R07 or R03 within your first 24 months. Level 4 ambition is welcome; if you’re not there yet, we’ll help you build a development plan
• A proactive, organised approach with strong time management, comfortable planning activity and keeping accurate records (e.g., using a CRM) to support consistent outcomes
• A collaborative style, strong communication and influencing skills, and resilience, open to feedback, focused on continuous improvement, and confident navigating challenging conversations.

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 want everyone to feel they belong, and we welcome applications from all backgrounds. We value the different experiences, perspectives and ways of thinking that people bring—whatever their background.