Customer Advisor

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

Benefits offered by this job

Bonus opportunity 6%

Pension up to 14%

25 days holiday + bank holidays

Private Medical Benefit

Disounts on Aviva products

Job summary

Aviva is seeking an Inbound Customer Service Expert in Norwich to provide telephone support, offering impartial guidance and discussing retirement options. You will learn as you help customers navigate complex products with backing from training and a supportive team.

The role offers a hybrid pattern: three days in the Norwich office and two days remote, with 35 weekly hours and a potential 40-hour contract. Starting salary £26,900–£29,650 plus benefits.

Qualifications

• Excellent communication, empathy and listening skills.
• Ability to solve problems and think creatively to improve customer service.
• Comfort with multitasking across complex systems while helping customers.

Responsibilities

• Provide telephone support to customers with impartial guidance.
• Explain options and next steps for retirement products.
• Learn and explain product complexities with training and support.

Skills

Excellent communication

Empathy

Problem solving

Active listening

Multitasking with systems

Risk awareness

Job description

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

Contract & Hours

Our standard full time contracts are for 35 hours per week (with options for part time working). However we want you to have the flexibility to increase your working hours if it suits you, so we also offer the option for enhanced 40 hour contract which has an enhanced salary of up to £33885.

Location & Working Pattern

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 training - circa 12 weeks).

Shift Pattern

Flexible shift pattern between 08:00 - 18:00 Monday - Friday. Weekend overtime may be required.

Company Culture & Values

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

• 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); we also offer a 40-hour contract which has an enhanced salary of up to £33,885
• 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

Sponsorship

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.