What are the responsibilities and job description for the Customer Service Agent - Edinburgh position at Aptia UK Ltd?
About Aptia
Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.
In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.
And we are expanding. Aptia Group is not only fuelled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.
Specialist. Responsive. Thoughtful. These aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.
If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.
The Role:
At Aptia, we provide workplace pension administration services to a wide range of employers; the employees of which are our pension members. Our Customer Service Agents are the first point of contact for members and their representatives. You will work in a fast-paced, energetic team responsible for delivering a high level of customer service and care.
You will be dealing with a variety of Defined Benefit and Defined Contribution pension calls, ranging from legislative queries, investment queries, leaver regulations, retirements to bereavement calls. One of our team’s key features is a strong support infrastructure whilst learning, acquiring experience, and developing your technical competence on your Aptia journey.
What you’ll be doing:
- Communicating with scheme members through a combination of inbound/outbound phone calls and through digital channels; ensuring all aspects of a member’s query are responded to in a timely manner, and fully resolved at the first point of contact where possible.
- Responding to a large variety of member enquiries regarding the products and services their pension scheme offers.
- Capturing the details from any member interactions, ensuring a positive member outcome by logging accurate call notes and submitting requests to the correct team without delay.
- Identifying vulnerable indicators and taking appropriate action to support the member on their journey, as well as escalating and expediting cases where required.
- Exceed member expectations by delivering a friendly and empathetic service, adapting your communication style as required to deliver a positive member experience.
- Demonstrate a keen willingness to support members with simple or complex queries.
- Engage in efficient work practices by understanding and utilising Aptia software while keeping up to date on process changes and key management tools.
- Work as part of a team to contribute to a positive and nurturing workplace culture.
- Demonstrate an ability to work in a high-pressure environment while adhering to internal and external regulations and quality standards.
- Meet or exceed all performance metrics as defined in your holistic personal performance management plan.
- Maintain a clear, unobstructed, and secure workspace when working both in office and remotely.
What we’re looking for:
- C or above for Maths and English Language at GCSE/Standard Grade (3 )/National 5 level or equivalent.
- Computer literate.
- A stable home broadband setup, with a minimum of 15mbps down and 5mbps up.
- Strong written and verbal communication skills
- Significant customer service experience, ideally in a contact centre environment.
- A good understanding of pensions administration
- A high level of computer literacy and competency; experience with Microsoft Office is desirable.
- A keen interest in Financial Services, particularly around CPD and earning pension-related qualifications.
This role will work on a hybrid basis (2 days per week) from our offices in Edinburgh. Standard hours are 37.5 per week.
If you are interested in this role and then we’d love to hear from you. Please click apply to submit your CV.
Aptia is committed to celebrating the diversity of its employees and are proud to be an Equal Opportunities employer. We strive to create a workplace where all colleagues feel they belong and are supported to succeed in their roles. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to email us at recruitment_UK@aptia-group.com.