Who are the people answering your telephone call when you have a question about pensions? And who are the people ensuring that you receive your pension statement every year? What are the underlying factors in making sure there is enough money later on for your pension payment? We take you with us to have a look behind the scenes.
Steffie van Gils (34) is customer experience manager at APG.
Isn’t it boring to work in the pensions industry?
“Absolutely not! Pension is crucial in one’s life. It involves money you have worked for many years and, if all goes well, continue to live on for many years to come. Applying for pension is a once in a lifetime event. It is a huge moment in one’s life and has great impact. I truly enjoy, together with my colleagues, ensuring that everything is arranged as well as possible and that people know where they stand, resulting in them taking that step feeling safe.”
But this probably wasn’t the job you dreamt of as a girl?
“LOL, no, it wasn’t. Other professions were much more tangible back then. I was trained as a journalist and started doing more work in marketing and communication as a freelancer. After I moved to South Limburg, I ended up working for APG in Heerlen. So, this job really crossed my path. We are now five years down the line; I enjoy it so much more than I anticipated.”
What is it that you do exactly, as a customer experience manager?
“I am involved in everything to do with customer perception and customer experience. From customer experience, CX, we look across all departments with the view of the participants: how are the services experienced by them? Letters, website, the answer given on the telephone, it all has to be one logical narrative. The department CX was established at APG only recently. The interest of the customer has always been our priority, but internally we sometimes had a different interpretation of that interest. Now, our standard starting point is: we shouldn’t come up with ideas ourselves on what the participant wants and finds important, we have to ask him or her. This department was established from that starting point. In a world in which customers don’t really have a choice, the entire organization still has the intrinsic drive to place the customer at the heart of everything we do.”