Operational Support Analyst
Full Time
Customer Service
United Kingdom
Customer Care Support Analyst
12 Month Fixed Term Contract
Location: Edinburgh (typically 2 days in the office per week, 3 from home)
Salary: A competitive salary from £32,400 - £40,500 depending on the experience you can bring
Closing date: Friday 18th 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 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.
Key Responsibilities:
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 focus attitude.
Expertise in analytical analysis and problem-solving.
Good technical understanding of financial service products.
An excellent understanding of PEGA.
Experience of supporting Operational risk processes.
An understanding of the release cycle, from functional test to delivery.
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)