Customer Care Support Associate

Job Description Summary

Job Description

Customer Care Support Associate

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 from £26,228 depending on the experience you can bring

Closing date:20th August 2026

We’re a company of ambitious, collaborative, problem-solvers who get things done. We strive to make sure everyone that works for us feel seen, heard, and valued – so we’re looking for like-minded people to join us. We support colleagues to bring their whole selves to work and be part of our Inclusion and Diversity 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 a Customer Care Support Associate, you’ll be a key part of our customer support team, helping people manage their financial wellbeing. You’ll handle customer requests, resolve queries, and work with your team to tackle more complex issues.  

No need to be a financial expert – we’ll train you! You’ll join our Platform Academy where you’ll gain the skills and technical know-how to support our customer confidently and effectively. 

Key Responsibilities include: 

• Process customer requests accurately and efficiently, ensuring a high standard of service at all times.
• Respond to customer queries via phone and email, providing timely, professional, and helpful resolutions.
• Work collaboratively with colleagues and other departments to resolve customer issues and deliver positive outcomes.
• Identify opportunities to improve processes and contribute to a culture of continuous improvement.
• Ensure all activities are completed in line with company policies, procedures, and regulatory requirements.

We're keen to hear from people who:

• Have previous customer service experience, whether that's in a contact centre, retail, hospitality, helpdesk, or another customer-facing environment.
• Are confident communicators with strong attention to detail.
• Can empathise with customers, take ownership of issues, and work flexibly to meet customer needs.
• Are comfortable using Microsoft Office applications, including Outlook, Teams, Word, and Excel.
• Enjoy working as part of a team and are committed to delivering an excellent customer experience.

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.

We ask everyone to be brave, raise their game, deliver first time, help others, and act in everyone’s best interests. If you recognise yourself in this, we’d love to hear from you.

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.