Customer Care Associate

Aegon; City of Edinburgh; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid work model

Training academy

Pension scheme

Discretionary bonus

34 days leave

Job summary

Aegon UK in Edinburgh is hiring a Customer Care Associate on a permanent basis. You’ll be on the front line, answering inbound calls and helping customers use the Aegon Platform to manage their money.

The role is full time, 37.5 hours per week, with a hybrid model requiring in-office presence at least 40% of the time. You’ll receive 3 months of hands‑on training in our Edinburgh office and the starting salary is £26,228 with potential progression.

Qualifications

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

Responsibilities

• Answer inbound calls from customers and help them use the Aegon Platform to manage their money.
• Provide clear guidance and resolve customer questions, aiming for high satisfaction.
• Support customers through pensions, savings and investments with a customer-focused approach.

Skills

Customer service experience

Communication skills

Empathy

Microsoft Office

Tools

Microsoft Office Suite

Job description

Job Description Summary

Job Description

Customer Care Associate
Permanent
Location: Edinburgh (Once trained, we believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time)

Salary: Startingsalary is £26,228 with the opportunity to increase through our Pay Progression Scheme once you’re in role. Find out more below.

Working pattern: Full time – 37.5 hours per week (Shift times are between 8:30am – 5:30pm Monday to Friday)

Training: Comprehensive, hands‑on training for the first 3 months in our Edinburgh office to set you up for success.

Closing date: Monday 19 October 2026

AtAegon 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 UKwe’reexcited by the opportunities this brings. As a purpose‑led business,we’refocused 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 ownership of our customers satisfaction by listening to their needs and communicating in clear and easy to understand language. We embrace every day as an opportunity to learn and grow, staying curious and committed to continuous improvement. Together, we bring out the best in 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 starting salary is £26,228 (or £13.45ph).

• 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).

• We’re serious about your future and our enhanced pension scheme is now in place. We ask you to contribute 3% of your salary to your pension and we’ll put in 9%. If you decide to contribute more, we’ll match it up to a combined total of 20% of your salary (that’s 7% from you and 13% from us).

• 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, cycle to work scheme, subsidised restaurant, online GP appointments and travel loans.

What happens next?

Once you’ve submitted your application, you’ll receive an email inviting you to complete a short series of interactive tasks. These are designed by our trusted partners, Arctic Shores, and aim to give us a better understanding of your skills, behaviours, and how you approach different situations.

If you’re successful at this stage, you’ll be invited to a conversation with one of our Talent Acquisition Consultants. This chat will focus more on how you think and respond to various scenarios, rather than your previous experience. If all goes well at this stage, you’ll be invited to an Assessment Centre in person at our Edinburgh office.. You can find out more about the next steps here.

Upcoming Assessment Centre dates:

• Thursday 29 October 2026

• Tuesday 10 November 2026

• Thursday 26 November 2026

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:

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexualorientationor gender identity.