Customer Service Expert

Aviva plc; Leatherhead; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Bonus opportunity

Pension

25 days holiday

Private Medical Benefit

Discount on Aviva products

Matching Share Plan

Save As You Earn

Flexible benefits

Volunteering days

Wellbeing support

Job summary

Aviva plc is hiring for a Customer Service Expert. You will work with customers to explain and guide them through our online platform and pension services, delivering helpful support across secure messaging, phone and LiveChat.

The role offers training, a flexible 35–40 hour contract, and opportunities to grow within Aviva's customer service teams in a dynamic environment.

Qualifications

• Excellent phone manner with the ability to build rapport and show empathy.
• Strong listening and questioning skills to understand customer needs.
• Problem-solver who challenges the status quo to improve contact centre operations.
• Ability to guide customers on using online platforms and digital tools.
• Positive, can-do attitude for difficult conversations and objections.

Responsibilities

• You will communicate with a wide range of customers and coach them on using our online platform.
• You will support customers via secure messaging, telephone or LiveChat, helping them engage with our pension services.

Skills

Phone manner

Empathy

Active listening

Problem solving

Digital platform coaching

Job description

Kick Start Your Customer Service Career with Aviva

Customer Service Expert - Starting salary between £26,900 – £30,742

(depending on hours, location, skills and experience)

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 an enhanced 40 hour contract which has an enhanced salary of up to £34,503.

Allocated shift pattern between 08:00 – 18:00, Monday – Friday

Do you want a customer service career with a difference. We provide the very best care for our customers through the quality of our personalised service. We are interested in your commitment to delivering great results and while there is a lot to learn about our products through great training and coaching you’ll be well prepared to support the needs of our customers.

A bit about the job:

You will be communicating with a wide range of customers, coaching them on how to use our online platform and really supporting them in becoming more engaged in their pension.

You will really love making a difference in customers lives and support them in whatever means they contact us by secure messaging, telephone or LiveChat. We need people that will challenge the status quo and help us shape the future

Our products can be really technical - 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:

• A great phone manner with the ability to build rapport and show empathy with strong listening and questioning skills
• Talented problem solvers who think outside the box 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
• The ability to understand and coach customers on our digital platforms and how they can make things simple and quick for our customers
• A positive, can-do attitude with the ability to have difficult conversations and overcome objections

Please note this job role is not sponsorable under the Home Office points based system.

What you’ll get for this role:

• Starting salary between £26,900 – £30,742 (depending on location, skills, experience, and qualifications) 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 £34,503.
• 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

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