Operational Service Support

Operational Service Support

Salary - £26,000 - £28,000

This role is great for someone who is well organised and customer focused to join the Demand and Service Team within Aviva Home Claims.

A bit about the job

In the service team you will be making sure that our customers are serviced as efficiently as possible by making sure our people are in the right places at the right times.

On a daily basis, you will take the lead on our telephony service, understanding incoming call demand vs available resource and helping the Personal Lines Claims Operation to make on the day resourcing decisions.

A strong data analyst, you will use Qlik and Scheduling systems to analyse trends and service performance and share this insight with the Claims Leadership team.

A good team player, you will manage team members' shifts patterns and rotations to ensure we are available to meet our customer's demand, as well as adherence and holiday in line with business requirements.

Skills and experience we're looking for:

• Time Management: able to plan own time productively and efficiently and manage multiple priorities.
• Communication: good communication skills, able to adapt communication styles depending on the audience.
• Analyst: able to analyse data sets and use this analysis to provide insight and support to key stakeholders, and to make good decisions.
• Right First Time: Excellent attention to detail, takes personal pride and ownership in getting things accurate and learns from any mistakes.
• Experience in using some or all of the following systems is desirable (although not essential as training can be provided): Verint scheduling system, Qlik, Five 9/Clearview telephony system, Microsoft Excel.

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 between £26,000 and £28,000 (depending on location, skills, experience, and qualifications)
• 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/29 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

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.

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 balazs.palcsek@aviva.com.