Customer Advisor

Aviva plc; Norwich; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Bonus opportunity

Generous pension scheme

25 days holiday

Private Medical Benefit

Share plan

Cycle to work

Volunteer days

Job summary

Aviva plc in Norwich seeks an Inbound Customer Service Expert to support customers through retirement needs. The role combines 3 days in the Norwich office with 2 days at home, with an initial full-time in-office training period.

Starting salary ranges £26,900 to £29,650, plus benefits and a 35-hour workweek. The position emphasizes delivering brilliant service, explaining complex product options, and providing training and support to customers.

Qualifications

• Excellent communication skills with a great phone manner and empathy.
• Ability to listen, ask questions and resolve customer issues.
• Capable of multitasking across complex systems while assisting customers.

Responsibilities

• Provide telephone support to customers with impartial guidance.
• Speak clearly about product options and assist customers in decisions.
• Learn product details through training to support customers effectively.

Skills

Communication skills

Phone manner

Empathy

Active listening

Problem solving

Multitasking

Job description

Inbound Customer Service Expert – Starting salary between £26900 to £29650 (depending on hours, skills and experience) plus additional benefits

Our standard full time contracts are for 35 hours per week (with options for part time working).

Location: this role is 3 days per week in our Norwich offices, and 2 days per week working from home (initially it will be full-time in our office for 3 weeks training).

Flexible shift pattern between 09:00 – 17:00 Monday – Friday.

Are you passionate about delivering brilliant service and ensuring customers get the help they need when they need it most? We are looking for people to support to our customers through their retirement needs in Norwich, people who truly care and are driven to give it their all every single day. People like you!

Insurance. It’s just a load of people in suits saying no. Right? Wrong. Well, not at Aviva, anyway. We’re proud to be different.

We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

A bit about the job

You will be providing telephone support to our customers giving impartial guidance and discussing their options available.

You will be motivated and proactive, looking for the opportunity to make a real difference in our customers lives. Our products can be really technical so you need to be able to easily articulate the many complexities of the product – there is a lot to learn but don’t worry, you’ll receive plenty of training and support to help our customers.

Skills and experience we’re looking for

• Excellent communication skills, a great phone manner with the ability to build rapport and show empathy alongside strong listening and questioning skills
• Talented problem solvers who think outside the box and challenge the status quo to help shape our contact centres of the future
• Someone who enjoys working and learning with others around them to deliver fantastic customer service and has a positive, can-do attitude with the ability to have challenging conversations and overcome objections
• The ability to multitask with complex systems whilst simultaneously supporting customers on the telephone.
• Someone who is risk aware, with the ability to overcome issues in order to best support our customers

What you’ll get for this role

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Starting salary between £26900 – £29650 (depending on hours, location, skills and experience) Our standard full-time contracts are for 35 hours per week (with options for part time working).
• Bonus opportunity - 6% of annual salary. Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days.
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts.
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme.
• Brilliantly supportive policies including parental and career's leave.
• Flexible benefits to suit you, including sustainability options such as cycle to work.
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

To learn more. Put a salary into this calculator to see what your total Aviva Reward could be.

Please note this job role is not sponsorable under the Home Office points based system.

Aviva is for everyone

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look here