Customer Care Representative

3 weeks ago

Norwich, Norfolk, United Kingdom Aviva Full time
Customer Service Expert

Competitive salary ranging from £24,200 to £27,300 (based on hours, skills, and experience) along with additional perks

Please be aware that this position is not eligible for sponsorship under the Home Office points-based system.

Our standard full-time contracts are for 35 hours per week, with part-time options available. We also provide the flexibility to increase your working hours if desired, offering a 40-hour contract with a higher salary of up to £31,200.

We are seeking Customer Service Experts to join our growing Bulk Purchase Annuity administration team. Your role will be pivotal in delivering exceptional service to our clients and pension scheme trustees.

Overview of the Role

We are looking to fill positions in our Contact Team, which primarily focuses on phone-based interactions. If you are passionate about providing top-notch telephonic service, enhancing first-call resolution, supporting vulnerable clients, and addressing barriers to excellent customer outcomes, this role is tailored for you.

Desired Skills and Experience
  • Excellent verbal and written communication abilities, with a knack for resolving customer inquiries over the phone and employing problem-solving skills to overcome challenges.
  • Capability to identify and assist vulnerable clients during significant life transitions, including retirement planning and bereavement support.
  • Understanding of the various and sometimes complex benefits associated with our clients' defined benefit pensions, and the ability to convey this information clearly.
  • Adherence to processes and procedures while recognizing opportunities for enhancing customer journeys and our systems.
  • Strong teamwork skills, coupled with the ability to effectively manage and prioritize your own workload.
  • Experience in a contact center, pensions administration, or financial services is advantageous; however, a willingness to learn and a commitment to delivering excellence are essential.
Benefits of Joining Us

Our mission - with you today, for a better tomorrow - extends to our colleagues as well. We are committed to investing in your development. Here’s what we offer:
  • Starting salary between £24,200 and £27,300 (dependent on hours, location, skills, and experience). Full-time contracts are typically for 35 hours per week, with part-time options available; a 40-hour contract with an enhanced salary of up to £31,200 is also offered.
  • Bonus potential of 6% of annual salary, contingent on your performance and Aviva's overall results.
  • Generous pension scheme, with Aviva contributing up to 14%, based on your contributions.
  • 25 days of holiday plus bank holidays, with the option to buy or sell up to 5 additional days.
  • Discounts of up to 40% on Aviva products and various retailer discounts to help your money stretch further.
  • Up to £1,200 in free Aviva shares annually through our Matching Share Plan , allowing you to share in Aviva's success with our Save As You Earn scheme.
  • Supportive policies, including parental and carer's leave.
  • Flexible benefits tailored to your needs, including sustainability options like cycle-to-work schemes.
  • Engage in meaningful work with Aviva Communities and utilize your 3 paid volunteering days to make a difference.
  • Your wellbeing is a priority, with numerous support resources and tools available.
  • Explore more about the total rewards package by using our salary calculator.
Aviva's Commitment to Inclusion

We embrace diversity and welcome applications from individuals with varied backgrounds and experiences.

Feeling uncertain about meeting all the criteria? Research indicates that women, in particular, may feel this way. Regardless of gender, we encourage you to apply. If you are considering a job share, please apply as a pair.

We offer flexible locations, hours, and working patterns to accommodate our customers, business needs, and your preferences. Many of our employees engage in smart working, spending approximately 50% of their time in our offices each week, balancing flexibility with valuable time spent with colleagues.

To learn more about working at Aviva, please explore our resources.

We are committed to interviewing every disabled applicant who meets the minimum job criteria. If you have a disclosed disability, please inform us after applying, and we will ensure an interview opportunity.

We encourage you to submit your application online.

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