Vulnerable Customer Manager

Aegon UK; City of Edinburgh; Hybrid; GBP 46,000 - 71,000; Full time

Job summary

A prominent financial services provider in Edinburgh seeks a Vulnerable Customer Manager to enhance customer experience for vulnerable clients. This role requires strong leadership, strategic thinking, and excellent communication skills to support inclusive practices. Responsibilities include driving compliance, improving processes, and championing customer satisfaction initiatives. The position offers a competitive salary and a range of attractive benefits, including enhanced pension contributions and private medical cover. Join a company that values your impact and commitment!

Benefits

Enhanced pension scheme

Discretionary bonus

36 days leave

Private medical cover

Life assurance

Retail discount vouchers

Qualifications

• Proven ability to manage performance and operations effectively.
• Experience in planning and driving continuous improvement.
• Strong understanding of regulatory and compliance requirements.

Responsibilities

• Support the design and delivery of the Vulnerable Customer Strategy.
• Champion programs to improve inclusivity and customer satisfaction.
• Act as subject matter expert and improve customer interactions.

Skills

Leadership

Strategic thinking

Communication

Knowledge of financial services

Understanding of regulatory requirements

Experience with digital tools and data analytics

Job description

Job Description Summary Job Description

Vulnerable Customer Manager

Permanent

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 between £46,960 - £70,440 depending on the experience you can bring

Closing date: 12th December 2026

We recognise that as a business we can, and want to, make a difference. Whether that’s creating positive habits in our office environment, helping customers invest responsibly or by supporting our communities.

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.

As the Vulnerable Customer Manager, you will play a pivotal role in aligning Customer Care with Aegon’s strategy to promote inclusivity and ensure that customers with additional needs are supported, valued, and empowered to achieve financial well-being.

You will collaborate with Customer Care and the wider business to ensure high support standards are met. You will drive quality and positive outcomes, while continuously improving the customer experience.

Key Responsibilities include:

• Strategy & Leadership - Support the design and delivery of the Vulnerable Customer Strategy, ensuring digital tools enhance experience and efficiency.
• Customer Experience & Inclusivity - Champion programs that improve inclusivity, satisfaction, and loyalty for vulnerable customers.
• Case Expertise & Collaboration - Act as the subject matter expert on complex cases and collaborate across teams to improve outcomes.
• Compliance & Governance - Ensure all customer interactions and processes comply with regulatory and internal standards.
• Process & Policy Improvement - Provide insights to improve procedures, training, and systems supporting vulnerable customers.
• Knowledge & Capability Building - Strengthen internal knowledge and resources to better support vulnerable customers.

We’d love to hear from you if you have:

• Strong leadership and decision-making skills, with a proven ability to manage people, performance, and operations effectively.
• Strategic thinking and problem-solving capabilities, including experience in planning, analysis, and driving continuous improvement through agile methodologies.
• Excellent communication and influencing skills, able to simplify complex topics and engage stakeholders across all levels.
• Deep knowledge of the financial services and platform market, including platform propositions, wrappers, investments, and distribution channels.
• Robust understanding of regulatory, compliance, and cybersecurity requirements, with experience using technology to manage risk and streamline processes.
• Hands‑on experience with digital tools and data analytics, including CRM systems, AI/ML solutions, and cloud‑based technologies to enhance customer experience and service delivery.

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
• 36 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.

We're looking for talented individuals who are ready to make a real impact. If you're excited about new challenges and want to work with a team that values your skills, apply today!

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, sexual orientation or gender identity.