The objective of this unit is to develop a knowledge and understanding of how life and pensions customer operations activities and customer services techniques relate to the consumer environment, and to develop an ability to apply this understanding to a range of customer operations scenarios.
If you have decided to study LP1: Life and pensions customer operations, you are probably already working in the life and pensions industry in a customer-focused role. This may be the first unit that you are undertaking, or you may have already passed some other CII exams. Whether this is a continuation of your studying or just the beginning, this unit assumes no prior knowledge. As you read through the study text, however, you will probably recognise some of the themes we cover, from your job and from being a customer yourself.
This unit is designed to equip you with the skills and knowledge you need to work as a customer service professional in the life and pensions industry. The objective of this unit is to build on your experience and existing knowledge by considering:
- the life and pensions customer and the wider consumer environment;
- customer operations functions and activities;
- how individuals and teams can ensure effective customer service, and to apply this appropriately to a range of customer operations scenarios.
Building a successful career in personal finance
Life and Pensions Customer Operations (LP1) is ideal for you if you are seeking to build knowledge and understanding of life and pensions customer operations, or to develop your career in the life, pensions and long-term savings sector.
Learning outcomes
At the end of this unit, candidates should be able to demonstrate a knowledge and understanding of:
- the life and pensions customer and the wider consumer environment;
- customer operations functions and activities;
- how individuals and teams can ensure effective customer service;
- and to apply this appropriately to a range of customer operations scenarios.
Assessment
- 90 minutes exam
- 15 multiple choice questions
- 35 multiple choice questions related to 7 case studies
- The standard pass mark is 70% (for more information on standard pass marks please see here)
- The 2024 pass rate for this unit was 85.6%
