Pensions Customer Service Advisor

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

Pensions Customer Service Advisor - Starting salary between £26,900 to £33,885 (depending on hours, skills and experience) plus additional benefits. We are looking for Customer Service Experts to join our rapidly expanding Bulk Purchase Annuity administration team. We want you to help us deliver the very best service to our customers and pension scheme trustees.

A bit about the job: We're looking to recruit for our Contact Team, which is primarily a phone-based role. So, if you have a passion for delivering best in class telephony service by driving up first point resolution, supporting vulnerable customers and acting on what gets in the way of great customer outcomes, then this is the job for you!

Skills and experience we're looking for

• Strong verbal and written communication skills, with the ability to resolve customer's questions over the phone where possible and use problem-solving skills to identify the things that get in the way.
• Ability to identify and support vulnerable customers through their significant life events, including choosing their retirement options and dealing with bereavement.
• Ability to understand the varied and sometimes complicated benefits in our customer's defined benefit pensions and communicate this clearly to them.
• Ability to follow processes and procedures and identify opportunities for improvement in customer journeys and our systems.
• Great teamwork skills as well as the ability to manage and prioritise your own workload effectively.
• Experience in working in a contact centre, pensions administration or the financial services environment would be advantageous, however what's essential is the mental agility and desire to learn our processes and deliver excellence to our customers.

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.
• Starting salary between £26,900 to £33,885 (depending on hours, 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 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 carers 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.

Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone: We're inclusive and welcome everyone - we want applications from people with diverse backgrounds and experiences.

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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.

We interview every disabled applicant who meets the minimum criteria for the job.

We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight.

So, we're passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.