Pensions Customer Experience Specialist | Flexible Hours

Aviva plc; Norwich; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Bonus scheme

Generous pension

Share plan

Flexible benefits

Volunteer days

Job summary

Aviva plc in the United Kingdom is recruiting for a Pensions Customer Service Advisor to deliver high-quality service to customers and trustees, primarily by phone. The role focuses on resolving queries at first point of contact and supporting customers through retirement options and life events.

The team emphasises strong communication, empathy for vulnerable customers, and adherence to procedures to improve customer journeys and systems.

Qualifications

• Strong verbal and written communication skills to resolve questions over the phone.
• Ability to identify and support vulnerable customers through life events and retirement choices.
• Clear understanding of defined benefit pensions and conveying this information clearly.
• Follow processes and identify opportunities to improve customer journeys and systems.

Responsibilities

• Handle primarily phone-based customer interactions in a contact team.
• Support customers and pension scheme trustees with accurate information.
• Deliver first point resolution and escalate where needed to improve outcomes.
• Collaborate with colleagues to maintain high-quality service levels.

Skills

Verbal communication

Written communication

Problem solving

Vulnerable customers support

Teamwork

Deliver excellent service

Job description

Aviva plc in the United Kingdom is recruiting for a Pensions Customer Service Advisor to deliver high-quality service to customers and trustees, primarily by phone. The role focuses on resolving queries at first point of contact and supporting customers through retirement options and life events.

The team emphasises strong communication, empathy for vulnerable customers, and adherence to procedures to improve customer journeys and systems.