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Senior Customer Services Administrator

Publish Date:  Sep 12, 2021

Boston, East Anglia, GB-United Kingdom

Company:  Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 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 space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.


We are looking to add Senior Customer Service Administrator to our team! The core purpose of this role is to process Agency applications, alterations and related enquiries to required Aegon standards, as well as processing commission enquires at agency level. Processing individual policy transfers at policy holders request and bulk transfers at IFA request. Duties will include indexing post, email and work items for the Agency team along with daily administration tasks and telephony coverage.

We are aspiring to add driven people to support business and department objectives, in line with the clients` agreed philosophy and standards!


Your day-to-day responsibilities will include:

  • Process new agency applications and related queries within defined service standards
  • Provide guidance to others in order to resolve queries/issues using appropriate processes, tools, systems and philosophy
  • Provide input into process changes and required training for all aspects of the department remit
  • Monitor workload within team to ensure that service standards are met
  • Support continuous improvement to deliver high levels of productivity, efficiency and accuracy
  • Support contingency in order to perform continued operations at all times
  • Maintain thorough personal understanding of related regulatory requirements, market developments, legal compliance and internal/external partners associated with job role
  • Abide by all regulatory and compliance requirements in carrying out the requirements of the role, informing partners where relevant e.g. Financial Conduct Authority (FCA)
  • Escalate issues that are outside of personal authorisation limits as appropriate
  • Ensure that Financial and Regulatory risk is mitigated using specified controls and procedures
  • Contribute to MI and reporting
  • Effective data management and control
  • Completion of technical profile relevant to role on department
  • Actively participate in audits and act on findings
  • Seek to identify and propose business and procedural improvements, both within own department, and based on root cause analysis in the operational groups
  • Participate in learning and development to achieve a continuous and up to date understanding of Aegon and market related products and processes
  • To adhere to all Atos requirements associated with Safety, Risk and Compliance
  • Effectively manage internal and external partners and regulatory bodies
  • Proactively develop relationships with relevant internal or external partners


Essential Skills:

  • Knowledge of Aegon Protection products
  • Knowledge of IFA market
  • Dealing with Financial Advisors
  • Knowledge of TCF principles
  • Experience of working in a multi-skilled environment
  • Adhere to process management and compliance
  • Knowledge of Business Continuity and Risk
  • Identify and report breaches appropriately
  • Understanding of Incident process, and how to report
  • incidents
  • Effective time management and work planning
  • Able to analyse and make decisions on cases
  • Skilled communicator – written/oral
  • Team work
  • Developed competence in MS Office Suite/workflow


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.

Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge, experience and relevant business requirements.

We are committed to making reasonable adjustments to the application process for people with disabilities.