Customer Service Analyst

Aviva Group; York and North Yorkshire; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Aviva plc is seeking a Customer Service Analyst to join the York team onsite (Wellington). This 6-month contract offers training and ongoing support, with potential for a permanent position.

The role focuses on delivering excellent customer service, handling IT-related queries, and guiding colleagues through solutions with a proactive, team-oriented approach. The successful candidate will provide high-quality support via phone, live chat and self-service, learning IT knowledge while contributing

Qualifications

• Excellent customer service skills.
• Strong verbal and written communication skills.
• Good attention to detail and accuracy.
• A positive, proactive attitude with the ability to learn quickly.
• Strong problem-solving skills and the confidence to guide customers towards solutions.
• Reliability, consistency and the ability to work effectively as part of a team.
• An interest in technology and a willingness to develop IT knowledge.

Responsibilities

• Provide high-quality support to internal colleagues across the UK via telephone, live chat and self-service channels.
• Respond to IT-related queries, requests and incidents, ensuring a positive customer experience.
• Remotely access and support devices where appropriate, applying known fixes and troubleshooting issues.
• Follow established procedures to support applications, operating systems, hardware, mobile devices and cloud-based solutions.
• Investigate problems, identify solutions and confidently guide colleagues through the steps needed to resolve their issues.
• Work within agreed service levels & contribute to team targets by resolving queries efficiently and effectively.
• Maintain accurate records and ensure a consistent, reliable approach.

Skills

Customer service

Verbal and written communication

Attention to detail

Proactive attitude

Problem solving

Teamwork

Interest in IT

Tools

Microsoft tools

Job description

Customer Service Analyst

Location: York, Wellington (Onsite)

Contract: 6 months

A bit about the job

Are you passionate about delivering excellent customer service and interested in developing a career in IT?

We’re looking for a motivated, customer-focused Customer Service Analyst to join our busy and supportive team. This is an exciting opportunity for someone who enjoys helping others, solving problems and learning new skills.

You don't need to be an IT expert to succeed in this role. Full training and ongoing support will be provided, giving you the opportunity to build your technical knowledge and develop your career, with the potential for a permanent position.

We believe in providing a first-class service. We think, talk and act "customer", not tickets.

Skills and experience we're looking for

• Excellent customer service skills, with a genuine passion for helping others.

• Strong verbal and written communication skills.

• Good attention to detail and a commitment to accuracy.

• A positive, proactive attitude with the ability to learn quickly.

• Strong problem-solving skills and the confidence to guide customers towards solutions.

• Reliability, consistency and the ability to work effectively as part of a team.

• An interest in technology and a willingness to develop IT knowledge.

Day-to-day responsibilities

• Provide high-quality support to internal colleagues across the UK via telephone, live chat and self-service channels.

• Respond to IT-related queries, requests and incidents, ensuring a positive customer experience.

• Remotely access and support devices where appropriate, applying known fixes and troubleshooting issues.

• Follow established procedures to support applications, operating systems, hardware, mobile devices and cloud-based solutions.

• Investigate problems, identify solutions and confidently guide colleagues through the steps needed to resolve their issues.

• Work within agreed service levels & contribute to team targets by resolving queries efficiently and effectively.

• Maintain accurate records and ensure a consistent, reliable approach..

Desirable experience

• An understanding of Microsoft tools and applications.

• Experience using IT equipment in a busin