Customer Service Agent - Home Insurance

Aviva plc; Norwich; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

6% bonus potential

Generous pension

25 days holiday + bank holidays

Private medical benefit

Product discounts

Job summary

Aviva plc is seeking a Customer Service Agent for Home Insurance to support customers via Live Chat, email, or phone, delivering outstanding service and building trust. You will receive training and support to grow your knowledge, confidence, and career with one of the UK’s leading insurers.

The role offers a starting salary of £26,700 with a 6% bonus potential, a generous pension contribution, 25 days holiday plus bank holidays, private medical cover, product discounts, and employee share plan

Qualifications

• Demonstrate a passion for delivering excellent customer service with strong communication and relationship-building skills.
• Confident using technology to navigate multiple systems.
• Attention to detail and problem-solving to address customer needs.
• Positive, adaptable attitude with willingness to learn and collaborate in a team.

Responsibilities

• Support customers via Live Chat, email, or phone to deliver a great experience.
• Build trust and solve problems to meet customer outcomes.
• Work independently and with colleagues to ensure high-quality service.

Skills

Customer service

Communication

Relationship-building

Tech literacy

Attention to detail

Problem-solving

Teamwork

Job description

Customer Service Agent - Home Insurance - Starting salary of £26,700 plus additional benefits

Do you enjoy working in a fast‑paced environment? Do you have an empathetic customer service style, providing brilliant service to every customer you speak to? If so, we’d love to hear from you.

A bit about the job

At Aviva, we're passionate about putting customers at the heart of everything we do. We're looking for customer-focused individuals to join our Home Insurance team as Customer Service Agents.

Whether you're helping a customer through Live Chat, email, or supporting them over the phone, you'll play a key role in delivering a great experience when it matters most. Every conversation is an opportunity to build trust, solve problems, and make a real difference to our customers.

You'll receive the training and support you need to build your knowledge, confidence, and career with one of the UK's leading insurers.

Skills and experience we’re looking for

• Demonstrate a passion for delivering excellent customer service alongside strong communication and relationship-building skills.
• Utilize confidence in technology to navigate multiple systems effectively.
• Apply strong attention to detail and problem-solving skills to address customer needs.
• Maintain a positive, adaptable approach with a continuous willingness to learn.
• Work effectively both independently and collaboratively as part of a team.

Previous customer service experience is beneficial but not essential. If you enjoy helping people and are committed to delivering great customer outcomes, we'd love to hear from you.

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 of £26,700 plus additional benefits.
• 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 carer’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

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

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.