Quality Senior Customer Services Administrator-2

Job Description Summary

**Job Description**:
Aegon Workplace Investing are specialists in providing Defined Contribution Pensions Administration and investment dealing services to a wide range of clients. The office in Peterborough provides administration services to over 350 different clients and c550,000 members and this client and member base is continuing to grow. Additional workplace teams are located in Aegon head office in Edinburgh with over 2,000 clients and 250,000 self-invested personal pension customers working in a digital solutions environment.

Our customer strategy is to deliver (where possible) an online, automated service for our Clients, members and their representatives to provide a world class member journey that delights our customers whilst being supported by robust and compliant processes that have low operating costs and encourage members to self-service.

Role

Senior Platform Administrators will enhance our customer’s service experience by supporting them as they transact business on the platform. They will have a strong working knowledge of the proposition, process, procedures, tax wrappers, regulation and our technology infrastructure. They must have a flexible, can-do approach, taking full responsibility for each customer transaction.

Key Tasks- Coach and mentor colleagues on a wide range of processing tasks, ensuring efficiency and quality targets are met.- Maintain standards in a pressurised environment, where the customer requests can be numerous and complex.- Manage workload to achieve business critical daily, weekly and monthly deadlines.- Act as a point of referral and escalation for both team members and other stakeholders on complex or time critical queries. This includes being an escalation point for the Remedy Reps in the team.- Act as either the teams ARMS or Local Incident Management process representative, raising risks and taking ownership to correct the issue, identifying root cause and putting in place preventative measures to ensure timely closure of the incident.- Efficient & accurate quality checking of team members output to ensure that errors are minimised and the customer receives the best quality service.- Support team members and in turn the team in exceeding efficiency (productivity) and quality measures.- Represent the team at internal meetings, i.e CASS breach meetings or similar. Liaise with Platform Operational Support and BAS teams, when required.- Identify and help drive efficiencies and improvements to processes.- Leverage product and process knowledge to identify any enhancements to our service offering, recommending changes to processes and technology.- Robust knowledge of risk and controls with the team/department and responsible for identifying potential risks within the business processes in the Customer Servicing teams.- Adhere to all departmental procedures, Company policies and regulations i.e. Data Protection, CASS rules, AML, Complaint handling, TCF etc.- keep up to date with the rapid changes to the Platform proposition, regulations and AEGON’s strategic direction.

Skills & Knowledge

To be one of us you will be able to demonstrate:
- Delivering excellent customer service- Good time management and priorisation skills- Handling internal and external priorities and escalations- Problem solving and finding solutions- Improving processes and identifying efficiencies- Attention to detail- Capable of dealing with complex customer queries and issues, through to resolution- Considers and understands the customer’s needs and expectations to deal with their queries- Strong communication (both written and verbal)- Collaborates with others in the team and department to deliver the required outcome for the customer and business- Ability to manage multiple processes and products- An in-depth understanding of Aegon’s Customer Service covering Process, Procedures, Systems, Infrastructure and its Propositions- Knowledge of the impact of change on NPS and customer complaints- Experience of delivering constructive feedback- Financial services experience essential

You may also have the following skills but these are not essential:
- Previous experience of working in a Platform or Mutual Funds environment- An understanding of Client Money Rules or SOX requirements- Already hold or be prepared to work towards professional qualifications (typically RO1, CF1, FA2, IAQ)- Knowledge of Managers PEGA and CMS

Please note this is a fixed term contact.
- Equal Opportunity Employer: