Pensions Customer Service Advisor

Aviva; Norwich; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Bonus opportunity

Generous pension scheme

25 days holiday plus bank holidays

Employee discounts

Share plan

Volunteer days

Job summary

Aviva is hiring a Pensions Customer Service Advisor in Norwich. This phone-based role focuses on delivering first point resolution and excellent service to customers and pension scheme trustees.

You will assist vulnerable customers through significant life events, help explain complex defined benefit pensions clearly, and collaborate with a supportive team to improve customer journeys and our services.

Qualifications

• Strong verbal and written communication skills.
• Ability to resolve customer questions over the phone.
• Ability to identify and support vulnerable customers through life events.
• Ability to understand and communicate defined benefit pensions clearly.
• Ability to follow processes and identify improvements.

Responsibilities

• Provide first point resolution over the phone and answer customer queries.
• Identify and support vulnerable customers through life events including retirement options and bereavement.
• Explain complex defined benefit pension benefits clearly to customers.
• Follow processes and identify opportunities to improve customer journeys and systems.

Skills

Communication skills

Phone-based service

Problem solving

Vulnerable customers support

Teamwork

Job description

Pensions Customer Service Advisor - Starting salary between £2 6,90 0 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!

• 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. 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 £2 6,90 0 to £ 33,885 (depending on hours , location , skills, experience, and qualifications)
• Bonus opportunity - 6% of annual salary . A ctual 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

Take a look to learn more. 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.

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you're in a job share just apply as a pair.

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.