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Escalated Complaints Officer

🏢 Aegon 📍 Edinburgh, Scotland 💼 Company - Public
Currency:
£26,400 - £26,400
£2,200 - £2,200 / mo
Verified Corporate Employer (Authorized Corporate Employer)

This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.

Transatlantic Cost of Living & Purchasing Power Benchmark

Verified Analytics
Location Base
Edinburgh, Scotland
Tier-1 UK Economic Zone
Est. Take-Home Pay
68% - 74% (After PAYE & NI)
Single tax filer baseline
Transatlantic Parity
1.0 GBP ≈ $1.28 USD Living Standard
Direct corporate benchmark

Position Overview & Specifications

Job Description Summary
Job Description
We are Aegon
AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets.
Following a period of growth and transformation, we are looking to grow our team within the area of Customer Oversight – Complaints Department
Escalation Complaint Officer
The Escalations Team are responsible for handing complex complaints handed over from the Triage Team who will have dealt with the less complex complaints. The role is to fully investigate the customer experience to identify if the customer has received any detrimental impact to the service, proposition, or products we provide.
The role objectives are
  • Investigate complaints fully and make fair and reasonable decisions in respect of our proposition, products, and service
  • Determine and calculate appropriate financial loss, redress, and compensation
  • Manage conflict and maintain good working relationships at all levels of the business.
  • Self-manage individual complaints workload for different products and processes within regulatory timescales
  • Maintain knowledge and understanding of Financial Conduct Authority (FCA) complaint handling rules
  • Communicate clearly, concisely, and professionally to ensure customers understand the decision reached
  • Ensure complaint files are fully compliant by meeting quality assurance requirements
To succeed in this role, you will have in the past dealt with
  • Strong analytical, investigation and customer management skills
  • Excellent Communication skills in both written and verbal forms
  • The ability to organise and prioritise workflow to efficiently accomplish tasks and meet objectives
  • A good technical understanding of AEGON and /or AISL products and processes
  • An understanding of FCA, ADR & MIFID & IDD dispute resolution regulations/principles and TCF principles
  • A good understanding of AEGON and / or AISL departments and their function
The salary assigned to this role starts from £26,400, depending on what your experience is and what you can bring to the team.
If you feel that your experience and skills make you a fit for Customer Oversight, and you can see yourself as part of either the Triage team, apply now.
The closing date for applications to this role is Friday 3rd March 2023
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.
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.
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Candidate Selection & Onboarding Process

1

Application & Resume Screening

Submit your tailored CV/Resume directly to the talent acquisition portal.

2

Technical & Competency Interviews

Virtual interviews with the hiring manager and multidisciplinary team.

3

Formal Offer & Benefits Negotiation

Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.

4

Onboarding & Corporate Integration

Equipment provisioning, team orientation, and commencement of duties.

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Hiring Organization
Aegon

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Location: Edinburgh, Scotland
Eligibility: Verified Employer Direct Placement
Schedule: Company - Public
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