Complaints Assessor (Aegon Protection)

Job description

About Atos

Atos is a global leader in digital transformation with over 110,000 employees in 73 countries and annual revenue of over € 11 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information technology space. Its expertise and services support the development of knowledge, education as well as multicultural and pluralistic approaches to research that contribute to scientific and technological excellence. Across the world, the group enables its customers, employees and collaborators, and members of societies at large to live, work and develop sustainably and confidently in the information technology space.

 

The opportunity

 

This is a permanent full-time position, based in Lytham.

 

An exciting opportunity to work within the Complaints function has arisen within the Life and Protection Contract working on behalf of AEGON. Based in Lytham you will work in a wonderful location only 5 minutes’ walk from the seafront.

 

As a Complaints Officer you will lead investigations of Complaints, in line with FCA dispute resolution guidelines. You will ensure the fair treatment of policyholders and financial advisors in respect of AEGON business, in line with regulatory and AEGON standards.  Ensuring the quality of complaint responses, providing and taking on board learning and feedback and implementing plans to continually improve complaint handling.

 

 

Your day-to-day responsibilities include:

 

·  Investigate and resolve customer complaints relating to AEGON products in accordance with internal procedures and timescales, regulatory guidelines and Treating Customers Fairly (TCF) principles.
·  Provide input into process changes and required training for all aspects of the departments remit e.g. root cause analysis and quality
·  Manage personal delivery of decisions and recommendations to resolve customer’s problems and diffuse potential risks to business reputation and customer satisfaction.
·  Maintain central records of complaints and decisions/outcomes with a view to identifying opportunities to improve service to customers.
·  Positively contribute to and participate in projects affecting the Complaints team when required. Support business change activities and provide input as a Subject Matter Expert (SME).
·  Escalate recommendations that are outside of personal authorisation limits.
·  Abide by all regulatory and compliance requirements in carrying out the requirements of the role, informing stakeholders where relevant e.g. Financial Ombudsman Service (FOS).
·  Ensure all internal compliance and Financial Conduct Authority (FCA) Dispute Resolution rules are adhered to within the defined timeframes.

 

 

Signs of success

 

To be successful in this role, you’ll need experience of customer service, proven skills and personal attributes. See below to find out if you’re the person we’re looking for.

 

Skills we’d like:

 

·  Customer focussed
·  Strong communication skills
·  Ability to work on your own or part of a team
·  Effective time management
·  Able to make decisions

 

Skills we cannot do without

 

·  Excellent written communication
·  Strong communication skills
·  Experience of complaints management

 

More reasons to join us

In addition to joining a global leader in digital transformation, you can also expect a fantastic range of benefits. These include: a rewarding salary, 25 days’ annual leave, private medical insurance, an attractive stakeholder pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

 

What’s more, we really value your progress and it’s a top priority to engage, inspire and develop you to help you maximise your potential. In fact, we have comprehensive training and development programmes in place demonstrating our commitment to developing your career.

 

Getting to know Atos

You can look forward to joining a global powerhouse in digital transformation. We have 120,000 employees in 73 countries and an annual revenue of €13 billion. We are also number one in Europe regarding Cloud, Cybersecurity and High-Performance Computing, providing end-to-end Orchestrated Hybrid Cloud, Big Data, Business applications and Digital Workplace solutions through our Digital Transformation Factory. Additionally, we provide transactional services through Worldline, Europe’s leader in the payment industry. Our group is also the Worldwide Information Technology Partner for the Olympic and Paralympic Games and operate under the brands Atos, Atos Syntel, Unify and Worldline.

 

How to apply

Confident this sounds like you? Please click below to complete our online application form and attach your CV in either Word, rtf or text format.

 

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.  Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.