Insurance Customer Support Specialist

Aviva; Scotland; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to enhance customer satisfaction through effective communication and support. This role involves assisting customers via calls, messaging, and live chat while ensuring compliance with internal standards. You will have the opportunity to grow within the company, enjoying a competitive salary and various benefits, including a generous pension scheme and flexible working options. If you are passionate about delivering exceptional service and eager to develop your skills in a supportive environment, this position is perfect for you.

Benefits

Generous pension scheme

25 days holiday plus bank holidays

Up to 40% discount on products

Free Aviva shares

Paid volunteering days

Flexible benefits

Supportive policies including parental leave

Qualifications

• Strong communication and listening skills to build rapport.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Assist with day-to-day activities and provide excellent customer service.
• Collaborate with teams to improve customer experience.

Skills

Communication Skills

Customer Service

Multitasking

IT Skills

Empathy

Job description

Customer Service Representative - Starting salary 25,100; depending on hours, skills and experience.

In this role you will a ssist with day-to-day activities and provide excellent customer service through secure messaging, inbound/outbound calls, or Live Chat. Ensure compliance with internal policies, regulations, and standards.

Perform operational tasks across multiple systems, support customers across channels, and build rapport. Handle admin duties like filing and record keeping, respond to queries and escalate when required.

Collaborate with teams to improve customer experience, capture feedback, and identify improvement opportunities. Stay updated with industry trends, complete training, and support projects as needed.

We offer smart working with a minimum requirement of 50% from the office (you will be required to attend training for 5 weeks Mon- Fri 9-4.30 from our Perth office).

Following completion of your training period, you will be required to work a mixture of shifts rotating 8am-8pm Monday-Friday, 8am-6pm on Saturdays and 10am-4pm on Sundays.

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

Skills and experience we're looking for:

• A great phone manner with the ability to build rapport and show empathy with strong communication, listening and questioning skills
  
• Passionate about delivering brilliant customer service i.e., someone who takes pride in producing a high standard of work and putting the customer first
  
• Ability to work in a fast-paced environment with the ability to multitask with multiple systems whilst simultaneously supporting customers on the telephone
  
• Someone who embraces and supports change, matched with the ability to share ideas and suggestions to improve our customers' journey and is passionate to learn and self-develop
  
• Proficient typing & IT Skills
  

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 of 25,100 (based on 35 hours)
  
• Step pay progression gives you the flexibility to grow in your role at your own pace, with a salary range of 25,100 to 28,500
  
• 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
  
• 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
  

Due to this being a role in scope for Insurance Distribution Directive (IDD) it is a prerequisite that you are not currently bankrupt and do not have an unspent conviction for a serious criminal offence, in applying for this role you are certifying that you satisfy both of these requirements.

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 around 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 interview every disabled applicant who meets the minimum criteria for the job. Once you've applied, please send us an email stating that you have a disclosed disability, and we'll interview you.
We'd love it if you could submit your application online. If you require an alternative method of applying, please email (email address removed)