Customer Care Associate - Special Care

Job Description Summary Job Description

Customer Care Associate – Special Care

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
:
Thursday 13 March

We're Aegon
. We're a company of ambitious, positive problem‑solvers who get things done. We're a team, not a group of individuals. Collaboration is our life force, and we believe it's our duty to leave things better than we find them.

We help people live their best lives. We help them with the big stuff, for the moments that matter:
Pensions, Insurance, Savings, Investments.

As a Support Associate in our Special Care Team, you’ll play a vital role in supporting customers during sensitive life events. You’ll process bereavement‑related claims, handle documentation with care, and ensure every interaction—though back‑office—is carried out with empathy and professionalism.

• Processing customer requests and sensitive claims with accuracy and discretion.
• Updating internal systems and documentation with clear, professional written communication.
• Following structured procedures and protocols in a regulated environment.
• Collaborating with your team to resolve complex issues and elevate when necessary.
• Managing your workload efficiently, prioritising cases with urgency and compassion.

Putting the Customer First
. At Aegon, our customers are at the heart of everything we do. In this role, we encourage our colleagues to prioritise direct communication—wherever possible, you will be asked to call customers before using other forms of communication. This approach helps us build stronger relationships and ensures we’re delivering the best possible service.

• Empathy and Emotional Intelligence:
  Ability to handle bereavement‑related cases with compassion and discretion, even in back‑office interactions.
• Process Adherence:
  Confidence in following structured procedures and protocols, especially in regulated environments.
• Time Management:
  Ability to manage workload efficiently, prioritising cases with sensitivity and urgency.
• Problem‑Solving
  
  Skills:
  
  Capable of identifying issues and escalating appropriately, especially when dealing with system or process faults.
• Resilience:
  Able to work under pressure and manage emotionally challenging content without compromising performance.
• Decision Making
  
  Skills:
  
  Ability to gather relevant information, using judgement and knowledge to make decisions in line with agreed processes.

We’re not looking for financial experts (though they are very welcome!) because when you join us, you’ll join our Platform Academy and learn from some of our experts. Before you deal with customers, we’ll give you the skills and the technical know‑how to delight and support them.

• 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.

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.

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.