At a Glance
- Tasks: Investigate and resolve complex customer complaints in the financial services sector.
- Company: Join a leading firm dedicated to helping the UK prepare for retirement.
- Benefits: Competitive salary, generous pension contributions, 34 days leave, and private medical cover.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by improving customer experiences and ensuring fair resolutions.
- Qualifications: Experience in complaints handling and strong analytical skills required.
The predicted salary is between 28160 - 28160 € per year.
12 Month Fixed Term Contract
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 starting from £28,160 depending on the experience you can bring.
Closing Date: 27th May 2026
We’re driven by our commitment to helping the UK get ready for retirement. As part of this, we’re constantly developing new ways to simplify, improve and revolutionise how we help individuals, employers, advisers, our communities, and the environment. That means we need the right kind of people on our team.
We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments.
We’re looking for an experienced Complaints Officer to join our Customer Oversight team. You’ll take ownership of complex complaints passed over from our Triage Complaints Officers, investigate the customer experience to work out if they’ve been detrimentally impacted by our service, proposition, or products. In cases where that’s happened, you’ll calculate the appropriate redress and compensation, and make sure that our customers clearly understand the decisions reached.
We’d love to hear from you if you have:
- Previous experience in a complaints-related role within financial services
- Great analytical and investigation skills
- The ability to clearly communicate decisions to customers, written and verbally.
It’d also be great – but not essential - if you’ve got:
- An understanding of pension products
- An understanding of FCA, ADR & MIFID & IDD dispute resolution regulations
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.
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.
Complaints Officer in Edinburgh employer: Transamerica Corporation
Aegon is an exceptional employer located in Edinburgh, offering a supportive work culture that prioritises employee well-being and growth. With a competitive salary, generous pension contributions, and a comprehensive benefits package including private medical cover and 34 days of leave, Aegon is committed to helping its employees thrive both personally and professionally. The company's focus on collaboration and community engagement makes it an ideal place for those looking to make a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the lookout for a Complaints Officer role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your analytical and investigation skills. Think of real-life examples where you've successfully resolved complaints, as this will show potential employers that you can handle complex situations with ease.
✨Tip Number 3
Don’t forget to showcase your communication skills! Practice explaining your thought process clearly and concisely, as you'll need to convey decisions to customers effectively. This is key for a role like Complaints Officer.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team and contributing to our mission of helping people live their best lives.
We think you need these skills to ace Complaints Officer in Edinburgh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Officer role. Highlight your previous experience in complaints handling within financial services, and don’t forget to mention your analytical skills. We want to see how you can bring your unique experience to our team!
Showcase Your Communication Skills:Since you'll be communicating decisions to customers, it's crucial to demonstrate your written communication skills. Use clear and concise language in your application, and maybe even include an example of how you've effectively communicated complex information in the past.
Research and Reflect:Take some time to understand our company values and the role itself. Reflect on how your personal values align with ours, especially around helping others and acting in everyone’s best interests. This will help you convey genuine enthusiasm in your application.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Transamerica Corporation
✨Know Your Stuff
Make sure you brush up on your knowledge of complaints handling within financial services. Familiarise yourself with relevant regulations like FCA and ADR, as well as the specific products the company deals with. This will show that you're not just interested in the role but also understand the industry.
✨Showcase Your Skills
Prepare to discuss your analytical and investigation skills in detail. Think of specific examples from your past experience where you've successfully resolved complex complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Communicate Clearly
Since the role involves communicating decisions to customers, practice explaining complex information in a simple way. You might even want to do a mock interview with a friend to get comfortable with articulating your thoughts clearly and confidently.
✨Be Personable
Remember, this role is about helping people. Show your empathy and understanding during the interview. Share stories that highlight your ability to connect with customers and how you’ve made a positive impact on their experiences.
