Customer Advisor

Aviva; Norwich; Hybrid; GBP 25,000 - 33,000; Full time

Job summary

A leading company is seeking an Inbound Customer Service Expert to provide exceptional support to customers in Norwich. This role involves delivering guidance on retirement needs and requires excellent communication and problem-solving skills. The position offers a competitive salary, flexible working arrangements, and numerous benefits, including a generous pension scheme and opportunities for bonuses.

Benefits

Bonus opportunity

Generous pension scheme

25 days holiday plus bank holidays

Discounts on Aviva products

Free Aviva shares annually

Flexible benefits

Paid volunteering days

Wellbeing support

Qualifications

• Excellent communication skills and a great phone manner.
• Ability to multitask using complex systems while supporting customers.

Responsibilities

• Provide telephone support and impartial guidance to customers.
• Articulate complex information clearly to assist customers.

Skills

Communication

Problem-solving

Team-oriented attitude

Multitasking

Job description

Inbound Customer Service Expert – Starting salary between £25,400 to £32,571 (depending on hours, skills, and experience) plus additional benefits

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 with a salary of up to £32,571, providing flexibility to increase your working hours if desired.

Location: This role involves working 3 days per week in our Norwich offices and 2 days from home. Initially, training will be full-time in the office for approximately 8 weeks.

Flexible shift pattern between 08:00 – 18:00, Monday to Friday. Weekend overtime may be required.

Are you passionate about delivering excellent service and supporting customers through their retirement needs? We are seeking dedicated individuals to support our customers in Norwich who genuinely care and are motivated to give their best every day. People like you!

Insurance isn’t just about saying no. At Aviva, we’re proud to be different.

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

About the job:

You will provide telephone support, offering impartial guidance and discussing available options with our customers.

You should be proactive and motivated, eager to make a positive impact in our customers’ lives. Our products can be technical, so you need to articulate complex information clearly. Don’t worry; you’ll receive comprehensive training and support.

Skills and experience required:

- Excellent communication skills, with a great phone manner, rapport-building ability, empathy, and strong listening and questioning skills.

- Problem-solving skills, ability to think creatively, and challenge the status quo to help shape our contact centres.

- A team-oriented attitude with a positive, can-do approach, capable of handling challenging conversations and objections.

- Ability to multitask using complex systems while supporting customers on the phone.

- Risk awareness and problem-solving skills to support customers effectively.

What you’ll get:

Our purpose - "with you today, for a better tomorrow" - reflects our commitment to our colleagues. We invest in your development and offer numerous benefits.

- Starting salary between £25,400 – £28,500 (depending on hours, location, skills, and experience). The 40-hour contract offers a higher salary of up to £32,571.

- Bonus opportunity: 6% of annual salary, based on performance.

- Generous pension scheme: Aviva contributes up to 14%.

- 25 days holiday plus bank holidays, with options to buy or sell up to 5 days.

- Discounts on Aviva products and other retailers, up to 40%.

- Up to £1,200 of free Aviva shares annually via our Share Plan and Save As You Earn scheme.

- Supportive policies including parental and carer’s leave.

- Flexible benefits, including cycle-to-work schemes.

- Paid volunteering days to make a difference in the community.

- Wellbeing support and tools.

Learn more and calculate your total reward with our benefits calculator.

Inclusivity at Aviva:

We welcome applicants of 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.

Most of our staff work around 50% in the office, combining flexibility with collaboration.

To learn more about working at Aviva, please visit our website. We interview every disabled applicant who meets the minimum criteria. Please email us after applying to disclose your disability, and we will ensure an interview.

About the company

We serve 33 million customers, offering life, general, health insurance, and asset management. Our goal is to protect customers from life's uncertainties and help them save for the future, creating a sustainable future for all.