Customer Experience Contact Centre Agent

Job description

The Contact Centre Administrator team have several fixed term contract vacancies available in our Cherrywood office.

This is an excellent opportunity to learn new skills and further your experience in a vibrant and challenging customer environment.

As a Contact Centre Administrator, you will:

• Make and receive calls delivering what matters.
• Respond to email demand, driving first point resolution as much as possible.
• Build relationships to understand what the customer/broker really wants.
• Protect our customers and Aviva by ensuring your activity prevents fraud and meets our legislative requirements.
• Deal with customer complaints and log appropriately.
• Understand and drive our purpose.
• Prioritise and manage your own workload to meet the varying needs of customers/brokers.
• Make decisions in the interests of customers which are properly balanced and reflect fair customer outcomes.

What makes you stand out?

• You will ideally have knowledge of regulatory requirements; including conduct risk, money laundering, financial crime and data protection but this is not essential.
• You understand the key lifetime events for customers and how this impacts them.
• You possess strong verbal and written communication.
• You have willingness to progress with relevant industry exams to increase knowledge over time.

What will you get for this role?

• Competitive salary depending on skills, experience and qualifications.
• Generous defined contribution pension scheme.
• Annual performance related bonus and pay review.
• Holiday allowance of 25 days plus bank holidays and the option to buy/sell up to 5 additional days.
• 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.

Oh and by the way…

At Aviva we always ‘Care More’. It’s our thing. We’re all about our people – that’s you – so we can be pretty flexible. If you need 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 open to that. We’ll even try to bend work around your further studies or hobbies where we can.

We care deeply about welcoming people no matter where they’re from, how old they are or what disability they have. We encourage applications from every age, race, ethnicity, disability, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or caring responsibility. We want our employees to bring their whole self to work and that starts with you.

As part of that we interview every disabled applicant* that meets the minimum criteria for the job. Just send us an email once you’ve applied and we’ll make sure we interview you.

If you like the sound of all that, we’d love it if you could submit your application online. If you need an alternative method of applying, please give Alice Neal a call on: 0121 200 5926 or ping them an email at: alice.neal@aviva.com.

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you must provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.