Customer Service Expert

Aviva plc; York and North Yorkshire; Hybrid; GBP 27,000 - 31,000; Full time

Benefits offered by this job

Pension up to 14%

25 days holiday

Private medical benefit

Aviva product discounts

Matching Share Plan

Save As You Earn

Volunteer days

Cycle to work

Job summary

Aviva plc is recruiting a Customer Service Expert in the United Kingdom. You will coach customers on how to use our online platform and support them across secure messaging, telephone, and LiveChat.

The role offers flexible hours with standard 35 hours per week and an enhanced 40-hour contract option with higher pay. Starting salaries range from £26,900 to £30,742, with opportunities for progression and a comprehensive benefits package including pension and private medical benefit.

Qualifications

• You will communicate with a wide range of customers via multiple channels.
• Coaching customers on how to use the online platform and pension tools.
• Ability to explain complex products in simple terms.

Responsibilities

• Provide excellent customer service and support across channels.
• Coach customers to become more engaged with their pension.
• Handle inquiries, resolve issues, and escalate when needed.

Skills

Excellent phone manner

Rapport & empathy

Active listening & questioning

Problem solving

Digital platform coaching

Education

No specific degree required

Tools

LiveChat

Secure messaging

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:

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 £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

We\'d love it if you could submit your application online. If you require an alternative method of applying, or if you have any queries in relation to the vacancy, please contact Mounika Bongani on [e-mail]