Applications for this job are now closed
Hi, we’re Aegon. Maybe you’ve heard of us? Maybe you haven’t. But there’s a good chance you know someone that we manage money for. We’re one of the biggest providers of financial wellbeing products in the world, and we’ve got almost 4 million customers in the UK.
We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Insurance, Savings, Investments. We do this through the Aegon Platform, an online service which lets our customers keep the important things in one place, so it’s easier for them to make decisions and plan for their future.
About the role
Due to a period of development and internal movement, a position has opened within our Customer Oversight area, for a logical and analytical thinker to join as a Customer Oversight Analyst. The role of a Customer Oversight Analyst is to help us make sure we’re doing the right things for our customers, as simply and as efficiently as we can. Key activities within the role include …
- You will look after monthly Oversight Activity for all areas of Customer Service, in line with agreed timescales, with robust record keeping, including sampling, independent testing, process reviews and reporting into joint governance.
- You will contribute towards regular monitoring and oversight of the management, measurement and control of service delivery by suppliers to ensure that they achieve agreed KPIs and business plans, ensuring maximum effectiveness and efficiency and ensuring that they are working within regulatory and compliance constraints.
- You will be involved in specific initiatives by supplier, in particular where these are driven by regulatory risk changes and impact on 1st line operational risk.
- You will also manage oversight of Supplier Complaint Handling through complaints investigations and sampling of complaint files from Supplier (including ombudsman referrals). You’ll look at samples of complaints – including those raised by our partners – to make sure we’re doing all we can to meet customer expectations and stay within the rules set out by our regulators.
In every role at Aegon, you are encouraged to support a culture of excellence and encourage the identification of opportunities for improving/optimising processes, considering TCF, Quality, Operational Risk and NPS impact. This will include those sampled by Supplier 1LOD and files not reviewed by Supplier 1LOD.
To succeed, we’d need you to
- be able to work well with a variety of stakeholders and partners
- know your way around typical Microsoft Office products
- ideally, have good working knowledge of pensions products
- have experience in quality sampling and / or complaints handling within financial services
How We Reward You: A Salary ranging between £26,400 - £30,000 depending on the relevant ant transferrable experience you bring. From day 1 we will also help you develop and grow with our Pay & Progression scheme. By becoming an expert in your role and delivering exceptional service at the highest quality, your financial reward can grow.
- A non-contributory pension between 8%-12%
- A discretionary bonus, depending on personal and company performance
- 34 days leave per year (including bank holidays, pro-rated for part-time)
We know our staff have busy lives and commitments outside work, so we work flexibly where possible and have a hybrid approach to office working (typically 2 days in the office per week, 3 from home).
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant, online GP appointments and travel loans.
The legal bits
We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity.
