Customer Support Representative

Aviva; Lancashire; On-site; GBP 25,000 - 30,000; Full time

Job summary

Aviva is seeking a Customer Service Expert to enhance customer experience by delivering high-quality, personalized service. With comprehensive training provided, this role involves communication, teamwork, and efficient problem-solving in the Wealth Organisation. The position offers a competitive salary package and benefits including performance bonuses and a generous pension scheme.

Benefits

Performance bonus of 6% of annual salary

Generous pension scheme—up to 14% contribution

25 days holiday plus bank holidays

Up to 40% discount on Aviva products

Paid volunteering days

Wellbeing support and tools

Qualifications

• Excellent communication skills and a friendly phone manner.
• Strong fact-finding abilities to understand customer needs.
• Positive attitude, resilience, and ability to handle difficult conversations.

Responsibilities

• Deliver the best service aligned with Aviva's values.
• Provide telephony support in areas like Investment Bonds and Pension Savings.

Skills

Communication

Teamwork

Resilience

Fact-finding

Positive attitude

Job description

External Job Advert

Kick Start Your Customer Service Career with Aviva

Customer Service Expert - Starting salary between 25,400 - 29,028 (depending on hours, location, skills and experience)

Our standard full-time contracts are for 35 hours per week (with options for part-time working). We also offer an enhanced 40-hour contract for those who wish for more hours.

Allocated shift pattern between 08:00 - 18:00 Monday - Friday

We value people who do the right thing for our customers and colleagues. We seek individuals who speak up, take responsibility, and make good decisions.

Customer Service careers at Aviva are unique. We aim to create a better tomorrow for everyone, which is why over 15 million customers trust us across the UK. We are looking for caring individuals who are driven to excel every day—people like you!

About the job:

We want you to deliver the best service, aligned with Aviva's values: Care, Commitment, Community, and Confidence. Your focus will be on providing quality, personalized service. Don’t worry about the complexity of our products; comprehensive training and coaching will prepare you to support our customers and financial advisers effectively.

You will be part of our Wealth Organisation, providing telephony support in areas such as:

• Investment Bonds
• Pension Savings
• Platform Investments

It’s the care and support you provide that matters most, regardless of product complexity.

Skills and experience required:

• Excellent communication skills and a friendly phone manner
• Strong fact-finding abilities to understand customer needs
• Enjoyment of teamwork and delivering excellent customer service
• Understanding of digital methods to simplify customer interactions
• Positive attitude, resilience, and ability to handle difficult conversations

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

Benefits:

We invest in our colleagues, offering:

• Starting salary between 25,400 - 28,500 (depending on hours, location, skills, and experience). A 40-hour contract offers up to 32,571 salary.
• Performance bonus of 6% of annual salary, based on performance
• Generous pension scheme—up to 14% contribution from Aviva
• 25 days holiday plus bank holidays, with options to buy or sell up to 5 days
• Up to 40% discount on Aviva products and other retail discounts
• Up to 1,200 free Aviva shares annually through our Share Plan and Save As You Earn schemes
• Supportive policies including parental and carer leave
• Flexible benefits such as cycle to work and sustainability options
• Paid volunteering days and community involvement
• Wellbeing support and tools

Learn more and calculate your total reward using our salary calculator.

Our inclusive approach:

We welcome applicants from all backgrounds and experiences. If you’re excited about this role but don’t meet every requirement, we encourage you to apply. We support flexible working arrangements, including part-time and job sharing.

Most of our staff work around 50% in offices, balancing flexibility with collaboration.

For more about working at Aviva, visit our website.

We interview every disabled applicant who meets the minimum criteria. Please inform us of your disclosed disability after applying, and we will arrange an interview.

Apply online or contact Angelika Guly for alternative application methods at (phone number removed) or (email address removed).