Customer Service Agent

2 weeks ago

Edinburgh, Edinburgh, United Kingdom Aptia Full time

Join Aptia's Team and Transform the World of Administration

Aptia is a dynamic player in the realm of employee benefits and pensions administration services, striving to revolutionize the administrative landscape for the better. In an underserved sector with immense growth potential, Aptia caters to 1,100 clients in the US and UK, with support services in India and Portugal benefiting over seven million individuals and their well-being.

Committed to expansion, Aptia Group thrives not only due to investor support but also by prioritizing the growth and prosperity of its employees. Investing significantly in learning and development, we carve out distinctive career paths for our team members.

Specialist. Responsive. Thoughtful. These are not mere words for us; they form the foundation of our operations. Our team embodies these values daily, exceeding client expectations, constantly evolving, and fostering enduring relationships.

If you're seeking a role in a dynamic sector within a company culture that prioritizes agility and invests in your career advancement, your ideal opportunity may just be with us

Job Requirements:

Role Overview:

At Aptia, we deliver workplace pension administration services to diverse employers, with their employees as our valued pension members. As a Customer Service Agent, you will be the primary point of contact for members and their representatives, part of a vibrant team dedicated to providing exceptional customer service and support.

Your responsibilities will include handling various Defined Benefit and Defined Contribution pension inquiries, such as legislative, investment, leaver regulations, retirements, and bereavement matters. Our team offers robust support and opportunities for learning, gaining experience, and enhancing your technical skills throughout your journey with Aptia.

Key Responsibilities:

  • Engage with scheme members via inbound/outbound calls and digital channels to promptly and effectively address their queries, striving for first-contact resolution whenever feasible.
  • Address a wide range of member inquiries related to their pension scheme's products and services.
  • Record accurate call notes and liaise with the appropriate teams promptly to ensure a positive member experience.
  • Identify vulnerable indicators, provide necessary support, and escalate cases when needed.
  • Exceed member expectations by delivering empathetic and friendly service, adapting communication as required for a positive experience.
  • Display willingness to assist members with simple or complex queries.
  • Efficiently utilize Aptia software, stay updated on processes and tools, and maintain a clear workspace.
  • Collaborate with the team to foster a positive workplace culture.
  • Operate effectively in high-pressure environments while adhering to regulations and quality standards.
  • Achieve or surpass defined performance metrics and maintain a secure workspace.

Qualifications:

  • Maths and English Language at GCSE/Standard Grade C or above, or equivalent.
  • Computer proficiency.
  • Stable home broadband (min. 15mbps down and 5mbps up).
  • Strong written and verbal communication abilities.
  • Substantial customer service experience, preferably in a contact center.
  • Sound understanding of pensions administration.
  • Proficiency in Microsoft Office is advantageous.
  • Interest in Financial Services, especially in CPD and acquiring pension-related qualifications.

This position involves a hybrid work model (2 days per week) at our Edinburgh offices, with standard weekly hours of 37.5.

If this role excites you, we look forward to hearing from you. Submit your CV by clicking the apply button

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