Customer Care Associate

Job Description Summary

Job Description

Customer Care Associate

Full Time 37.5 hpw - Permanent Contract

Edinburgh - Hybrid (post training 2 days in office/3 days at home per week)

Start Date - March 2025

At Aegon UK, we are united through a single, clear purpose: Helping people live their best lives.

People are living longer than ever before, and at Aegon UK 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.

Following a period of growth and transformation, we are excited to be growing our Customer Care teams in our Edinburgh location.

We Step Up: As a Customer Care Associate, you’re on the front line, the face of our business, the person that our customers rely on to help them manage their financial wellbeing. You’ll answer inbound calls from our customers and help them use the Aegon Platform to manage their money.

We Tune In: We take responsibility for our customers satisfaction by listening to their needs and communicating in clear and easy to understand language. We are also hungry to learn and treat every day as a development opportunity. We get the best out of ourselves and each other.

We are a Force For Good: We help our customers with the big stuff, for the moments that matter: Pensions, Savings, and Investments. We do this through the Aegon Platform, an online service which lets our customers keep the important things in one place, so it’s easier for them to make decisions and plan for their future.

We’ll train you. We’re not looking for financial experts (though they are very welcome). When you join us, you’ll go straight into our Customer Care Training Academy and learn from some of our experts. Before you deal with customers, we’ll give you the skills and knowhow to delight and support them. All you need to bring is your hunger to learn, a drive to solve problems and the compassion to keep your customers wellbeing at the heart of every interaction.

We’d love to hear from you if:

- You’ve got experience in customer service (contact centre, face-to-face, retail, hospitality - that kind of thing)
- You’re a good communicator with an eye for detail.
- You can put yourself in a customer’s shoes, taking ownership and working flexibly to meet their expectations.
- You know your way around typical Microsoft Office tools like Outlook, Teams, Word, Excel

How we’ll look after you:

- Our entry-level salary is £23,400 (or £12ph) but we’re flexible up to £27,700 (£14.21ph) depending on the experience you can bring, (to hit £25K+ you will currently work in pensions and have been in that role for 3+ years)
- We’ll help you develop and grow with our Pay & Progression scheme. By becoming an expert in your role and delivering exceptional service at the highest quality, your financial reward can grow up to £33,240 (£17.05ph)
- A non-contributory pension between 8%-12%
- A discretionary annual bonus, depending on personal and company performance.
- 34 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 staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant, online GP appointments and travel loans.

What Happens Next?

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.

Equal Opportunity Employer: