Customer Care Associate

Full Time 37.5 hpw – Permanent Contract

Location: Edinburgh

Hybrid Working: (post training) 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.

Start Date – May/June 2025

The closing date for applications to these vacancies is Wednesday 23rd April 2025.

At Aegon 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 UK we’re excited by the opportunities this brings. As a purpose-led business, we’re focused 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.

Responsibilities:

• 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.

Customer Focus:

• We take responsibility for our customers' satisfaction by listening to their needs and communicating in clear and easy to understand language.
• We are also hungry to learn and treat every day as a development opportunity.
• We get the best out of ourselves and each other.

Support Provided:

• 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.

Requirements:

• 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.

Benefits:

• Our entry-level salary is £24,570 (or £12.60ph) but we’re flexible up to £27,700 (£14.21ph) depending on the experience you can bring.
• 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).
• A non-contributory pension between 8%-12%.
• 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, cycle2work scheme, subsidised restaurant, online GP appointments and travel loans.

Application Process:

• The first step in our process is designed to find out more about you, your skills, and behaviours.
• You’ll initially be invited via email to undertake a short series of games/tasks to help us learn a bit more about you.
• These are designed and officiated by our partner Arctic Shores (the email will come from them as well!).
• Candidates successful at that stage will be contacted to arrange time for a screening call.
• If that goes well and you are happy to progress, you will be invited to interview in person at our Edinburgh office on Tuesday 29th April 2025.
• We like to do things a bit differently, so be prepared for an imaginative and immersive assessment experience.

Legal Requirements:

• 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, sexual orientation or gender identity.