Inbound Customer Advisor

5 days ago

Eastleigh, United Kingdom Aviva Full time

Here at Aviva, we are recruiting for a number of Customer Advisors to join our growing Claims Team in Eastleigh to respond to inbound calls, supporting our customers through the medical claims process. As a team, we provide a variety of insurance productsfor our customers and our office is bursting with opportunities for the right, like-minded person.

Unfortunately, life is full of unexpected twists and turns which may lead to our customers making a claim on their policy. When they do, we have a team of friendly, supportive and knowledgeable customer service advisors that assist them during that processto make it as simple and as stress-free as possible.

As a Customer Advisor within our Claims team, you will be frontline, speaking with policy holders daily. You will act as a brand ambassador, customer service expert and will be an integral and invaluable asset to Aviva as a business.

As one of our Customer Advisors, you will:

- Answer inbound calls from policy holders - talk and listen calmly to understand their needs
- Ask the customer questions to obtain relevant information that will assist you in processing their insurance claim effectively
- Take full ownership for your customer to get the right outcome for them on that first call whenever possible

What we’re looking for:

- Previous experience in a customer facing role
- Knowledge of insurance products / financial services would be great, but more importantly you will be willing to learn and will be customer focused
- The ability to communicate and engage with our customers on the phone and thrive working as part of a large, friendly team
- The ability to be empathetic towards our customers, supporting them through a difficult period whilst making their claim journey easy for them and building their loyalty
- Be a good fact finder - you will ask the right questions at the right time to get the customer’s claim processed in the most effective way
- Be meticulous and detail orientated - checking facts and asking questions will enable you to weigh up information and make accurate decisions about the claim
- Basic IT skills and excellent communication skills (both written and verbal)

What will you get for this role?
- Starting salary of £19,700 - £23,500 depending on skills and experience
- 25 holiday days plus bank holidays so you can take some well-earned down time (and if that’s not enough, you can also buy up to 5 extra holiday days - or sell 5, if you’d prefer to boost your income)
- We have a self-led learning culture, so you’ll have lots of scope to broaden your horizons
- Generous defined contribution pension scheme
- Annual performance related bonus and pay review
- Up to 40% discount for some Aviva products through "My Aviva Extras" plus discounts for Friends and Family (Some exclusions apply)
- Excellent range of flexible benefits to include a matching share save scheme

Our step pay progression allows you to develop in the role at your pace, moving up the pay scales with experience, eventually excelling in the role to become one of our experts in department. Beyond this there are numerous opportunities within our businessfor people with the right skills, behaviours and attitude to continue to progress their career and aspirations.

We have a Smart Working policy which means you will be office based at least 3 days per week with the option to work from home 2 days per week. Please note: you may be required to attend all training in the office.

Working hours are currently shifts covering the hours of 8:00 - 18:30* Monday to Friday and one Saturday shift every 7 weeks covering 09:00 - 13:00.

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.

We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

The way we do this is important too. We’re all about our people - that’s you - so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very opento that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.

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