Customer Care Associate

Permanent

Permanent Job Description Summary: Customer Care Associate, Permanent, Location: Edinburgh (hybrid model requires 40% office presence), Salary: starting £26,228, Working pattern: full‑time 37.5 h/week, Shift times 8:30‑5:30 Mon‑Fri, Training: comprehensive 3‑month on‑site program, Closing Date: Friday 15 May 2026.

Responsibilities

• Answer inbound calls and help customers use the Aegon Platform to manage their money.
• Take ownership of customer satisfaction by listening to needs and communicating in clear language.
• Assist customers with key financial matters such as pensions, savings, and investments.
• Collaborate with team and follow procedures to resolve issues efficiently.

Qualifications

• Experience in customer service (contact centre, face‑to‑face, retail, hospitality).
• Excellent communicator with an eye for detail.
• Empathetic, able to put yourself in a customer’s shoes and work flexibly.
• Comfortable using Microsoft Office tools (Outlook, Teams, Word, Excel).
• Willingness to learn and grow within the role.

Benefits

• Starting salary £26,228 (£13.45 hr) with possibility to grow up to £33,240 (£17.05 hr).
• Pay & Progression scheme to increase rewards with performance.
• Pension scheme: employee contributes 3%, company 9%, match up to 20% combined.
• Discretionary annual bonus based on personal and company performance.
• 34 days leave per year including bank holidays, prorated for part‑time.
• Private medical cover, life assurance, critical illness cover, enhanced parental leave.
• Lifestyle benefits: retail discount vouchers, cycle2work scheme, subsidised restaurant, online GP appointments, travel loans.

Equal Opportunity Employer: We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of age, disability, race, religion/belief, gender, sexual orientation or gender identity.

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