Lead Customer Care Support Analyst

Job Description Summary

Job Description

Lead Customer Care Support Analyst 

12 Month Fixed Term Contract 

Location: Edinburgh, Peterborough & Witham (typically 2 days in the office per week, 3 from home)  

Salary: A competitive salary from £41,680 - £52,100 depending on the experience you can bring  

Closing date: Thursday 24th October

 

We're Aegon. We're a company of ambitious, positive problem-solvers who get things done. We're a team, not a group of individuals. Collaboration is our life force, and we believe it's our duty to leave things better than we find them.  

  

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments.   

   

Our Lead Customer Care Support Analysts are responsible for providing support to our Customer Care Function. This support is provided with a particular focus on technical, procedural and risk questions alongside dealing with system defects and release management.  

This role requires responsibility for providing an enhanced technical support to ensure the management, delivery, and development of our customer’s experience. They will have an excellent knowledge of the proposition, the tax wrappers, the regulations, and the technology and must have a flexible, can-do approach.

Key Responsibilities:

• Provide oversight of analysts and support analysts within the team.
• Demonstrate, influence and support raising standards within the team and the wider Customer Care area and lead by example.
• Lead analysis and oversight of demand to understand areas of improvements that can be made to enhance the support capability of Customer Care to our customers.
• Provide technical expertise on behalf of Customer Care for any release in the production environment or any AUK Change affecting Customer Care.   
• Support audit and risk management activities and governance forums by providing subject matter expertise, making recommendations, challenge, highlight and report relevant risks/issues.
• Stand in for the Customer Care Support manager when required with regards to decision making for the team and/or attending manager meetings.
• Embody, demonstrate, and promote the Aegon culture at every opportunity and lead by example in your behaviours in everything you do.
• Working with stakeholders across the company, in particular colleagues at all levels within Customer Care, IT & Change and Risk and Controls.
• Successful support of initiatives, ensuring systems, processes and knowledge are in place to meet business and customer needs.
• Compile and issue analysis results and recommendations/actions.
• Investigate and triage defects affecting online portals and back-office systems were referred following initial triage by Customer Care.
• Support Customer Care with the facilitation of system defect fixes and regression testing as part of system releases.
• Oversee and support Customer Care led ad-hoc updates to existing procedures, guides and Pega checklists to ensure they reflect any changes in process, legislation, or controls.
• Provide expert guidance and support to Customer Care to aid complete and prompt responses to customer enquiries
  
  

We’d love to hear from you if you have:   

• A customer focused attitude.
• Excellent planning and organisational skills, focusing on successful delivery of activities for yourself and others working under your guidance / instructions.
• Proven ability to act as a source of expert advice both within and out with the department.
• Expertise in analysis and problem-solving. 
• Excellent technical understanding of financial service products. 
• An excellent understanding of Pega, Composer and Portals applications.
• Experience of supporting Operational risk processes.  
• An understanding of the release cycle, from functional test to delivery. 
• Excellent adaptability and proven resilience skills in a changing environment.
  
  

  

It’d also be great – but not essential - if you’ve got:   

• An understanding and appreciation of CASS rules.  
• Comprehension of COBS rules concerning illustrations.
  
  

  

What’s in it for you?     

• 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 support your personal wellbeing with healthcare, dental, holiday trading, cycle to work scheme and gym memberships. We also offer life assurance, critical illness cover, enhanced parental leave to help our staff live their best lives, including retail discount vouchers, subsidised restaurant and online GP appointments.

   

We serve a diverse, ever-changing world. It's tough, but we work tirelessly to leave things better than we find them. If that sounds like the sort of place you'd like to work, hit the "Apply" button.    

  

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.    

   

Equal Opportunity Employer: 

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.