Customer Service Oversight Analyst

Aegon UK; City of Edinburgh; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Enhanced pension

Discretionary bonus

34 days leave

Private medical cover

Job summary

Aegon in Edinburgh is seeking a Customer Service Oversight Analyst to provide independent oversight of outsourced Customer Service operations. The role helps ensure fair outcomes and that risks are identified and managed effectively.

You’ll perform oversight reviews, analyse performance and quality information, and work with suppliers and internal stakeholders to drive improvements and better customer outcomes.

Qualifications

• Strong analytical and problem-solving skills with the ability to interpret information and translate insight into action.
• Naturally curious mindset and the confidence to look beyond the immediate result to understand what is driving it.
• Ability to identify patterns, root causes, emerging risks and potential impact on customers.
• Experience evaluating evidence and reaching clear, balanced conclusions.
• Confidence to challenge constructively, elevate concerns and influence stakeholders.
• Strong written and verbal communication skills, to make complex information clear and meaningful.
• Ability to collaborate effectively with internal teams and external suppliers.
• Proactive approach to owning development and contributing to a positive, customer-focused team culture.

Responsibilities

• Deliver oversight activity across Customer Service operations in line with agreed plans and timescales.
• Complete reviews, testing, sampling and evidence gathering to assess customer journeys, controls and operational processes.
• Analyse operational, quality, complaints, customer and supplier information to identify trends, themes and emerging risks.
• Investigate issues to understand root causes and wider impact on customers and the business.
• Connect information from multiple sources to build a clear and balanced view of performance and outcomes.
• Identify potential customer harm, customer effort and friction within journeys.
• Provide constructive, evidence-based challenge where performance or outcomes do not meet expectations.
• Produce clear oversight reports and governance updates with findings, risks, recommendations and actions.
• Build effective relationships with internal stakeholders and external suppliers to support risk management and continuous improvement.
• Support and monitor improvement activities to ensure actions address underlying issues and improve outcomes.
• Contribute to the ongoing development and delivery of the Customer Services Oversight Framework.

Skills

Analytical thinking

Problem solving

Communication skills

Data interpretation

Curiosity

Job description

Job Description Summary

Job Description

Customer Service Oversight Analyst

Location: Edinburgh (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: A competitive salary from £28,160 - £42,240 depending on the experience you can bring

Closing date: Thursday 1 October 2026

We’reAegon. We’rea company of around 2,000 innovators and thinkers who put our energy into helping customers. You can see this in our culture, where we ask everyone to be brave, raise their game, deliver first time, helpothersand act in everyone’s best interests.

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions,Savingsand Investments.

As a CS Oversight Analyst, you’llplay a key role in providing independent oversight of our outsourced Customer Service operations, helping to ensure customers receive fair outcomes and that operational,regulatoryand business risks areidentifiedand managed effectively.

Working across a range of Customer Service activities,you’llcarry out oversight reviews,analyseperformance and quality information,identifyemergingrisksand provide effectivechallengewhere improvements are needed.You’lluse data, customer feedback, complaints, qualityresultsand operational insight to assess how well services are performing and where opportunities exist to improve customer outcomes.

We’relooking for someone who is naturally curious, enjoys solvingproblemsand can bring information fromdifferent sourcestogether toidentifymeaningful trends,risksand areas for improvement.You’llbe comfortable challenging constructively, working with suppliers and internal stakeholders, and turning findings into practical recommendations.

Our CS Oversight team acts as the first line ofdefencefor Customer Service operations delivered by our third-party partners. Wemonitorperformance,analysetrends,identifyand escape risks, challenge where outcomes are not meeting expectations and drive continuous improvement to help customers receive the right outcome first time.

We act as a key link between suppliers and internal teams, supporting risk management, service transformation, regulatoryexpectationsand key businessprogrammes.

Key responsibilities

• Deliver oversight activityacross Customer Service operations in line with agreed plans and timescales.

• Completereviews, testing,samplingand evidence gatheringto assess customer journeys,controlsand operational processes.

• Analyseoperational, quality, complaints,customerand supplier information toidentifytrends,themesand emerging risks.

• Investigate issues to understand what is driving the result,the rootcauseand the wider impact on customers and the business.

• Connect information frommultiple sourcesto build a clear and balanced view of performance and customer outcomes.

• Identifypotentialcustomer harm, customereffortand frictionwithin customer journeys.

• Provide constructive,evidence-basedchallengewhere performance, controls or outcomes are not meeting expectations.

• Produce clear oversight reports and governance updates, setting outfindings, risks,recommendationsand required actions.

• Buildeffective relationshipswith internal stakeholders and external suppliers to support risk management and continuous improvement.

• Support and monitor improvement activity, ensuring actionsaddress the underlying issueand lead to better customer outcomes.

• Contribute to the ongoing development and delivery of theCustomer Services Oversight Framework.

We’dlove to hear from you if you have:

• Strong analytical and problem-solving skills, with the ability to interpret information and translate insight into action.

• Anaturally curious mindsetand the confidence to look beyond the immediate result to understand what is driving it.

• The ability toidentifypatterns, root causes, emergingrisksand the potential impact on customers.

• Experience evaluating evidence and reachingclear, balanced conclusions.

• The confidence to challenge constructively, elevate concerns and influence stakeholders.

• Strong written and verbal communication skills, with the ability to makecomplex information clear and meaningful.

• The ability tocollaborate effectivelywith internal teams and external suppliers.

• A proactive approachtoowning your developmentand contributing to a positive, customer-focusedteamculture.

The mindsetwe’relooking for

• What is driving this result?

• What is the root cause?

• What risk does this create for customers?

• What trends are emerging?

• What should we do about it?

It’dalso be great, but not essential, ifyou’vegot:

• Experiencemonitoring supplier performanceand turning trends or issues into meaningful improvement opportunities.

• Experience completing regularoversight activities,checksor assessmentsto support consistent service delivery.

• Exposure tocontrols, governance, risk, qualityassuranceor auditwork.

• Experience supportingchangeprogrammes, transformationinitiativesor regulatory projectsin a customer-focused environment.

• Experience using management information, customerfeedbackor complaints data toinvestigate issues and support recommendations.

What’s in it for you?

• 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 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 employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments. To find out more about what to expect at Aegon, visit our careers site.

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.