Customer Service Advisor

Aviva plc; Glasgow; On-site; GBP 28,600 - 31,767; Full time

Benefits offered by this job

Starting salary

Bonus opportunity

Pension

Holiday entitlement

Private medical

Employee discounts

Share plan

Leave policies

Flexible benefits

Volunteer days

Wellbeing resources

Job summary

Aviva plc in Glasgow is hiring a Customer Service Advisor for Green Flag Rescue to be the first point of contact for customers seeking breakdown cover, renewals, policy changes, and queries. You will understand customer needs and suggest the most suitable cover while delivering high standards of service and accurate data capture across multiple systems.

The role is permanent, 37.5 hours weekly with rotational shifts including evenings and weekends.

Qualifications

• Excellent communication skills with a confident and professional telephone manner.
• Strong listening and questioning skills to identify customer needs and provide suitable solutions.
• Ability to work in a fast-paced, target-driven environment while maintaining attention to detail.
• Good IT skills, with confidence using multiple systems and applications simultaneously.
• A genuine passion for delivering outstanding customer service and helping customers when they need it most.

Responsibilities

• Be the first point of contact for customers calling about new breakdown cover policies, renewals, policy changes, and existing cover queries.
• Understand customer needs and recommend suitable breakdown cover.
• Deliver a high standard of customer service and accurately capture customer information across multiple systems.
• Collaborate within the Green Flag Rescue team to meet quality, service, and performance standards.

Skills

Excellent communication skills

Active listening

Problem solving

IT systems proficiency

Customer service passion

Job description

Customer Service Advisor - Green Flag Rescue Salary: £28,600 - £31,767

This is a great job for someone who enjoys helping customers, solving problems, and delivering an excellent customer experience. Whether you have previous contact centre experience or a strong background in customer service, this role could be a great fit. We're looking for people who are confident communicators, enjoy speaking with customers, and can remain calm and professional while supporting customers with a range of enquiries.

A bit about the job

Be the first point of contact for customers calling about new breakdown cover policies, renewals, policy changes, and existing cover queries. Support customers by understanding their needs and recommending the most appropriate breakdown cover to suit their circumstances. Deliver a high standard of customer service, providing reassurance and support during both routine enquiries and potentially stressful situations. Accurately capture customer information and manage policy administration across multiple systems. Work collaboratively within a growing Green Flag Rescue team to deliver positive customer outcomes while meeting quality, service, and performance standards.

This is a permanent role, working 37.5 hours per week on a rotational shift basis, covering the following hours: Monday to Friday: 8:00am - 9:00pm Saturday: 9:00am - 6:00pm Sunday: 9:00am - 5:00pm

Skills and experience we're looking for

• Excellent communication skills with a confident and professional telephone manner.
• Strong listening and questioning skills to identify customer needs and provide suitable solutions.
• Ability to work in a fast-paced, target-driven environment while maintaining attention to detail.
• Good IT skills, with confidence using multiple systems and applications simultaneously.
• A genuine passion for delivering outstanding customer service and helping customers when they need it most.

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 £28,600 and £31,767 (depending on skills, experience and qualifications)
• Bonus opportunity of 6% of annual salary (actual amount depends on your performance and Aviva's)
• Generous pension scheme, for example if you put in 8%, Aviva adds 14%
• 25 days' holiday plus bank holidays, with the option to buy or sell up to 5 additional days
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• Up to 40% discount on Aviva products, plus access to retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and the opportunity to participate in our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer's leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Be part of our Aviva Communities and use your 3 paid volunteering days to help others
• A wide range of wellbeing support, tools and resources

Aviva is for everyone: We're inclusive and welcome everyone. We want applications from people with diverse backgrounds, experiences and perspectives.

We also consider all forms of flexible working, including part-time and job share arrangements.

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 spent together with colleagues.

We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.