Customer Service Specialist - Aviva Travel Insurance - Work from Home

Teleperformance SE; Remote; GBP 24,000; Full time

Job summary

A global customer service company in the UK is seeking dedicated Customer Service Representatives to support Aviva travel customers. This remote role demands excellent communication skills and the ability to handle complex queries while ensuring customer satisfaction. Candidates should possess strong problem-solving abilities and a commitment to service excellence. You will receive comprehensive training and support to thrive in your position. The role offers a competitive salary and benefits, focusing on teamwork and customer engagement.

Benefits

Cycle to Work Scheme

Eyecare support voucher

Holiday Purchase Scheme

Workplace Pension

Monthly Inspire Awards

Qualifications

• Comprehensive experience within a customer service environment.
• Ability to establish collaborative customer relationships.
• Strong written skills with attention to detail.
• Professional and friendly demeanor.
• Dedication to providing service excellence.

Responsibilities

• Process Aviva travel customers' policies.
• Handle call demand for banking partners.
• Dealing with complex medical queries.
• Adhere to mandatory call scripts.
• Handle FCA regulated complaints.

Skills

Customer Service

Communication

Problem Solving

Emotional Intelligence

Attention to Detail

Team Collaboration

PC Proficiency

Job description

Responsibilities

• Customer Service processing Aviva travel customers policies
• Handling call demand for our banking partner. Dealing with Travel Insurance policies underwritten by Aviva to process medical & trip upgrades for customers
• Dealing with complex medical queries and screening customers' medical conditions
• Adhering to mandatory call scripts on all calls
• Using multiple systems simultaneously
• Owning and handling FCA regulated complaints through to completion
• Have direct responsibility handling underwriting risks and will deal with these queries with caution and customer protection at the forefront of your mind
• Identifying and recording vulnerability, where patience, empathy and support are critical
• Complying with strict FCA regulations around compliance with a key focus on customer protection, Whilst this is a Work From Home opportunity, you must ensure you are free from any caregiving responsibilities during all shift times. For example, you are required to have full childcare arrangements in place
• It is imperative that you maintain a professional working environment as you would if you were coming to an office
• It is your responsibility to ensure you have a dedicated workspace free of noise and distraction to comply with your contractual obligations
• This includes the requirement of your workspace/room to be clear of any mobile phones or other electronic devices whilst you are at your Workstation, Help@Hand - Savings Discounts/Podcast/Wellbeing Recourses/Webinars/Access to; GP's, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness - up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards - For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress - Here to support TP journey
• Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
• Collaboration - You enjoy working with others and you like working as a team player.
• Communication- You can speak and write clearly and in a confident manner.
• Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
• Critical Thinking- You are able to think logically when making decisions.
• Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset., Must be proficient in using/navigating PC systems within a fast-paced environment
• Fantastic verbal/communication skills
• Comprehensive experience within a customer service environment
• The ability to establish collaborative customer relationships
• A good attitude and the ability to interact with lots of different people
• Strong written skills with the ability to show attention to detail
• Professional and friendly manner
• A good, consistent typing speed
• Take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence, We are looking for great people who will listen and ask the right questions, whilst bringing their personality and enthusiasm to ensure all customers receive the attention and care they deserve. You will know how to always put the customer at the heart of everything that you do, along with having good computer skills and the ability and focus to maintain attention to detail whilst working to quality measures. Full training will be provided with on-going support to ensure you have the required knowledge and skills to succeed and enjoy your role.
• Teleperformance are proud to be working with Aviva, one of the world's most reputable brands. AVIVA is a leading multinational insurance company with over 33 million customers across 16 different countries. In the United Kingdom, Aviva is the largest general insurer and a leading life and pensions provider. They pride themselves on customer experience and have a strong commitment to serve their customers well. Within the role you'll support customers with a range of enquiries regarding their car insurance policy, ensuring answers are always delivered and resolutions found, whilst maintaining the highest level of customer service.
• Salary: £23,448.92 Per Annum - £12.60 per hour
• Site: Work From Home
• Shifts: Full Time 35.85 hours working 5/7 days, Monday to Friday 08:00-20:00, Saturday 08:00-18:00, Sunday 10:00-16:00 (Must be FULLY flexible to cover business operating hours)
• Training: Up to 26 Days ( No holidays or appointments will be authorised during first 9 weeks of employment )
• Contract: Permanent
• Probity : DBS, Credit Check, Sanctions check, CIFAS Check and 2 year employment history ( this is in addition to referencing )

Benefits and Incentives

• Critical Illness - up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards - For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars

Training and Development

• Full training will be provided with on-going support to ensure you have the required knowledge and skills to succeed and enjoy your role.
• Up to 26 Days of training (No holidays or appointments will be authorised during first 9 weeks of employment)

Compensation and Work Arrangements

• Salary: £23,448.92 Per Annum - £12.60 per hour
• Site: Work From Home
• Shifts: Full Time 35.85 hours working 5/7 days, Monday to Friday 08:00-20:00, Saturday 08:00-18:00, Sunday 10:00-16:00 (Must be FULLY flexible to cover business operating hours)
• Contract: Permanent
• Probity checks required (DBS, Credit Check, Sanctions check, CIFAS Check and 2 year employment history)