Customer Service Specialist - Aviva Travel Insurance - Work From Home - Remote

Teleperformance SE; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global customer service company is seeking professionals to handle banking inquiries and insurance policies from home. You will manage customer interactions with a focus on empathy and compliance with regulations. Ideal candidates will have strong communication skills, experience in customer service, and a commitment to quality. This role offers ongoing training and the opportunity to earn benefits such as insurance coverage and monthly awards. Flexibility in working hours is required to meet business needs.

Benefits

Critical Illness cover – up to £10,000

Cycle to Work Scheme

Eyecare support voucher

Holiday Purchase Scheme

Workplace Pension

Monthly Inspire Awards

Refer-A-Friend bonus up to £1,200

Monthly Wellbeing Webinars

Qualifications

• Fantastic verbal and communication skills are essential for interacting with customers.
• Experience within a customer service environment is crucial for understanding customer needs.
• Ability to show attention to detail in written communication is necessary.

Responsibilities

• Handle call demand for banking partner and process insurance policies for customers.
• Manage complex medical queries while adhering to mandatory scripts.
• Ensure compliance with FCA regulations to protect customers.

Skills

Verbal/communication skills

Experience in customer service

Attention to detail

Friendly manner

Proficient in PC systems

Job description

Responsibilities

• 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
• 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.

Core Values & Attributes

• 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.

Qualifications & Skills

• Fantastic verbal/communication skills
• Comprehensive experience within a customer service environment
• Have an open mind and positive attitude in response to feedback to help you improve
• 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
• Must be proficient in using/navigating PC systems within a fast‑paced environment.

Benefits & Perks

• 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

About the Company

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.

Position Details

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)