Customer Service Director
Customer Service Director
Permanent
Location: Edinburgh, Peterborough or Witham (typically 2 days in the office per week, 3 from home)
Salary: A competitive salary depending on the experience you can bring
Closing date: 7th July
People are living longer than ever before, and we’re excited by the opportunities this brings. As a purpose-led business, we’re focused on supporting our customers as they navigate through new stages of their lives and all the moments that matter. We’re here for everyone who wants to make the most of their time on the planet and leave it a little better than they found it – however grand or humble their ambitions.
We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.
We’re recruiting a Customer Service Director to play a pivotal role in our organisational strategy. As a member of the Customer Care Senior Leadership team you’ll be responsible for ensuring the management, delivery and strategic development of Aegon’s customer service experience. Leading c900FTE across multiple teams, platforms and sites, your goal will be the delivery of an exceptional experience to our customers, advisers, employers, and trustees.
We’ll expect you to design and implement different service models for different customer segments, underpinning this with a strong people plan, a well-embedded risk and controls culture and through the use of robust data and insights to drive good decisions.
A further key aspect of the role will be your contribution to our transformation plans. This role will work closely with our Customer Service Transformation Director to develop and implement a strategy to transform the customer experience in multiple key customer journeys.
We’d love to hear from you if you have:
Significant senior operational and strategic leadership experience in a heavily regulated industry
Significant experience of transformation projects and working in changing organisations
Notable ability to influence numerous stakeholders at a strategic level, presenting complex subjects in a simple and insightful way
Extensive experience of operational risk management
Great understanding of current and emerging market trends and technologies
Gravitas, combined with excellent influencing and communication skills
What’s in it for you?
A car allowance of £6,700 per annum
A non-contributory pension
A discretionary bonus, depending on personal and company performance
38 days leave per year (including bank holidays, pro-rated for part-time)
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.
We ask everyone to be brave, raise their game, deliver first time, help others, and act in everyone’s best interests. If you recognise yourself in this, we’d love to hear from you.
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.
This role falls in scope of the Certification Functions subject to the Senior Manager and Certification Regime, your ongoing employment is conditional upon you being deemed a fit and proper person and maintaining your certification