Customer Support Representative

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

Job summary

Aviva seeks a Customer Service Expert to deliver exceptional service for investment and pension queries, emphasizing care and communication. This role offers a starting salary between £25,400 and £29,028 alongside various perks and opportunities for career development in a supportive environment.

Benefits

Performance-based bonus

Generous pension scheme

25 days holiday plus bank holidays

Up to 40% discount on Aviva products

Annual shares through Share Plan

Flexible working arrangements

Paid volunteering days

Qualifications

• Ability to build rapport and show empathy.
• Strong fact-finding abilities to understand customer needs.
• Enjoy working in a team to deliver excellent service.

Responsibilities

• Provide telephony support for investment bonds and pension savings.
• Deliver personalized customer service aligned with Aviva's values.
• Handle complex queries with care and thorough training.

Skills

Communication

Empathy

Fact-finding

Digital understanding

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 want to increase their 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. With 15 million customers across the UK trusting us, we look for people who truly care and are driven to give their best every day. People like you!

About the job:

We want you to provide excellent service aligned with Aviva's values: Care, Commitment, Community, and Confidence. Your focus will be on the quality of personalized service. Although there is a lot to learn, comprehensive training and coaching will prepare you to support our customers and financial advisers.

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

• Investment Bonds
• Pension Savings
• Platform Investments

Product knowledge is secondary to the care you bring to our customers. We provide extensive training to help you handle complex queries effectively.

Skills and experience we seek:

• Excellent communication skills and a friendly phone manner, with the ability to build rapport and show empathy
• Strong fact-finding abilities—asking the right questions to understand customer needs
• Enjoyment in working and learning with others to deliver excellent customer service
• Understanding of digital methods to simplify processes for customers
• A positive, proactive attitude capable of handling difficult conversations and overcoming objections

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

What you'll get:

Our purpose — "with you today, for a better tomorrow" — reflects our commitment to our colleagues. We offer:

• Salary between 25,400 and 28,500 (depending on hours, location, skills, and experience). The 40-hour contract offers an enhanced salary up to 32,571.
• Performance-based bonus of 6% of annual salary.
• 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 of free Aviva shares annually through our Share Plan and Save As You Earn scheme.
• Supportive policies including parental and carer's leave.
• Flexible benefits, including sustainability options like cycle to work.
• Opportunity to make a difference through our Aviva Communities and three paid volunteering days annually.
• Focus on wellbeing with various support tools.

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

Aviva is for everyone:

We embrace diversity and welcome applications from all backgrounds and experiences. Even if you don't meet every requirement, we encourage you to apply. We support flexible working arrangements, including part-time and job sharing.

We adapt locations, hours, and working patterns to meet our customers' and colleagues' needs. Most colleagues work around 50% of their time in our offices, combining flexibility with collaboration.

To learn more about working at Aviva, visit our site. We interview every disabled applicant who meets the minimum criteria. Please notify us of your disclosed disability after applying.

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