Looking after your members
Caring for your members is our north star, guiding everything we do. We avoid jargon and keep communications clear. And will always tell them what they need to know, including any actions and decisions they need to take.
Our member experience includes ongoing support and advice, led by our Member and Operational Services team. We have partnered with Aptia to look after our pension administration and customer service. We view them as an extension of our colleagues. We train them ourselves and they act with our service philosophy and culture in mind.
Here’s a flavour of what your members can expect:
- Access to a secure online portal, OneView, where members can access pension information and keep their details up to date 24/7.
- Communications that are easy to read and understand. Just Group have achieved Platinum status from the Plain English Campaign, the highest award, recognising our achievements in writing in plain English.
- Advice and support around retirement options that helps members feel confident and in control. We have a professional advice service available to members.
- Staff who are trained to identify and support members who may have different or additional needs, based on health, life events or other personal circumstances. Members will be supported by people who’ve been trained in partnership with Dementia UK.
- ‘Welcome’ seminars, face to face or online, are optional extras for your scheme.
