Complaints Officer

Insurance & Superannuation
Midlothian
July 8, 2026
Permanent
Urgent

Job Description

Job Description Summary

Complaints Officer 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: 10th July 2026.

Responsibilities

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.

Qualifications

  • 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 and IDD dispute resolution regulations.

What’s in it for you?

  • Our enhanced pension scheme: contribute 3% of your salary and we’ll put in 9%; if you contribute more we’ll match up to a combined total of 20% of your salary (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).
  • Private medical cover, life assurance, critical illness cover, enhanced parental leave.
  • 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.

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.

Read more about life at Aegon here:

Location

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