Complaints Officer

Job Description Summary Job Description on Complaints Officers 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. Our story started over 190 years ago, right here in the UK. We were originally founded as Scottish Equitable, but today we're part of Aegon. We're the UK's largest investment platform, and we put financial wellbeing at the heart of our organisation. 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. We're here for everyone who wants to make the most of their time on the planet and leave it a little better than they found it, however grand or humble their ambitions. Working at Aegon, you'll play an important part in helping achieve this. Read more about life at Aegon here - https://www.aegon.co.uk/careers