Customer Advisor

Aviva plc; Norwich; Hybrid; GBP 16,000 - 18,000; Part time

Benefits offered by this job

Bonus opportunity

Pension plan

Holiday 15 days + BH (pro rata)

Private Medical Benefit

Employee share schemes

Discounts on Aviva products

Volunteer hours

Cycle to Work

Job summary

Aviva plc in Norwich is seeking an Inbound Customer Service Expert on a part-time basis. You will provide telephone support to customers, offering impartial guidance and discussing available options to help meet their retirement needs.

The role emphasizes proactive service, clear explanations of complex information, and a commitment to delivering excellent customer experiences. Training and support are provided, with a fixed 10:00–14:15 shift pattern and 3 days in the office plus 2 days remote.

Qualifications

• Excellent communication skills and a great telephone manner, with the ability to build rapport and show empathy, alongside strong listening and questioning skills.
• A talented problem solver who can 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 to deliver fantastic customer service, with a positive, can-do attitude and the confidence to have challenging conversations and overcome objections.
• The ability to multitask across complex systems while simultaneously supporting customers on the telephone.
• Someone who is risk-aware and able to identify and overcome issues to provide the best possible support to our customers.

Responsibilities

• You’ll provide telephone support to our customers, offering impartial guidance and discussing the options available to them.
• You’ll be motivated and proactive, looking for opportunities to make a real difference in our customers’ lives.
• There’s a lot to learn, but you’ll receive plenty of training and support to give you the knowledge and confidence you need to help our customers.

Skills

Excellent communication

Empathy

Problem solving

Teamwork

Multitasking

Risk awareness

Job description

Inbound Customer Service Expert

Starting salary: £16,332 to £18,001, depending on skills and experience, plus additional benefits

Our standard part-time contracts are for 21.25 hours per week. This role is designed to cover a key period of the day, so the working hours are fixed.

If the advertised hours work well for you, we’d love to hear from you!

Location: Norwich

This role involves working 3 days per week in our Norwich office and 2 days per week from home. Please note that during the initial training period, expected to be approximately 24 weeks, you will be required to work from the office.

Shift pattern: Monday to Friday, 10:00 to 14:15

As each shift is 4 hours and 15 minutes, there is no scheduled lunch break. You may take reasonable comfort breaks where required, subject to service levels and business needs.

Are you passionate about delivering brilliant service and making sure customers get the help they need, when they need it most?

We’re looking for people in Norwich to support our customers with their retirement needs. We want people who genuinely care, enjoy helping others and are driven to give their best 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 colleagues. We want people who speak up, take responsibility and make good decisions.

A bit about the job

You’ll provide telephone support to our customers, offering impartial guidance and discussing the options available to them.

You’ll be motivated and proactive, looking for opportunities to make a real difference in our customers’ lives.

Our products can be technical, so you’ll need to be able to explain complex information in a clear and easy-to-understand way. There’s a lot to learn, but don’t worry. You’ll receive plenty of training and support to give you the knowledge and confidence you need to help our customers.

Skills and experience we’re looking for

• Excellent communication skills and a great telephone manner, with the ability to build rapport and show empathy, alongside strong listening and questioning skills.
• A talented problem solver who can 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 to deliver fantastic customer service, with a positive, can-do attitude and the confidence to have challenging conversations and overcome objections.
• The ability to multitask across complex systems while simultaneously supporting customers on the telephone.
• Someone who is risk-aware and able to identify and overcome issues to provide the best possible support to 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. 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.

• Salary: £16,332 to £18,001, depending on skills and experience, based on a standard part-time contract of 21.25 hours per week.
• Bonus opportunity: 6% of annual salary. The actual amount depends on your performance and Aviva’s performance.
• Generous pension scheme: Aviva will contribute up to 14%, depending on what you put in.
• Holiday: 15 days plus bank holidays, pro rata, with the option to buy or sell up to 3 days.
• Private Medical Benefit: Aviva-funded support to help you access expert care when you need it.
• Make your money go further: Up to 40% discount on Aviva products, plus discounts with other retailers.
• Share schemes: Up to £1,200 of free Aviva shares per year through our Matching Share Plan, plus the opportunity to share in Aviva’s success through our Save As You Earn scheme.
• Supportive policies: Including parental and carer’s leave.
• Flexible benefits: A range of options to suit you, including sustainability benefits such as Cycle to Work.
• Make a difference: Be part of our Aviva Communities and use your 12.75 paid volunteering hours to help others.
• Wellbeing: We take your wellbeing seriously, with plenty of support and tools available.

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