Customer Care Associate

Job Overview

Customer Care Associate – Permanent – Edinburgh (Hybrid model: at least 40% of time in office). Full‑time, 37.5 hours per week, shift times 8:30am – 5:30pm, Monday to Friday. Starting salary £26,228 (or £13.45/hour), with potential to rise to £33,240 (or £17.05/hour) through our Pay & Progression scheme. Comprehensive training for the first three months in our Edinburgh office.

• Answer inbound calls from customers and help them use the Aegon Platform to manage their financial products.
• Listen to customer needs, communicate clearly and provide solutions in an easy‑to‑understand manner.
• Take ownership of customer satisfaction, maintain accuracy and follow up on actions.
• Use Microsoft Office tools (Outlook, Teams, Word, Excel) to support daily tasks.
• Adhere to company policies and procedures to deliver the highest quality service.

• Experience in customer service (contact centre, face‑to‑face, retail, hospitality or similar).
• Strong communication skills, attention to detail and a commitment to continuous improvement.
• Empathy and the ability to put yourself in the customer’s shoes.
• Flexibility to meet changing expectations and shift requirements.
• Computer literate and comfortable using typical Microsoft Office tools.

• Salary: £26,228, potential to rise to £33,240.
• Enhanced pension scheme – contribute 3%, company contributes 9%, matched up to a combined total of 20% (7% employee + 13% employer).
• Discretionary annual bonus tied to personal and company performance.
• 34 days leave per year, including bank holidays, pro‑rated for part‑time.
• Private medical cover, life assurance, critical illness cover.
• Enhanced parental leave and a range of lifestyle benefits (retail vouchers, cycle‑to‑work scheme, subsidised restaurant access, online GP appointments, travel loans).

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of age, disability, race, religion or belief, gender, sexual orientation or gender identity. All applications are considered with the same professional standards and processes.