Customer Service Advisor

Job description

Job Title: Customer Advisor (Savings & Retirement)
Location: Surrey Street, Norwich City Centre
Contract: Permanent
Working Hours: Full time position – Average of 35 hours per week. Shift patterns covering the hours of 8am-8pm Monday to Friday + some weekends including Saturdays 8.30am-5pm and Sundays 10am-4pm
Salary: Starting salary of £17,250 with the potential to increase to £22,000 (plus benefits)

We have a number of exciting Customer Service Advisor opportunities providing telephone support to our customers through their retirement needs. You will be part of our growing Savings & Retirement area delivering our purpose - “with you today, for a better tomorrow”.

The customer is at the heart of everything we do at Aviva. We continually look to improve how we do things and help our people to identify challenges and give them the platform to provide ideas and solutions that can enhance the customer journey. If you are a motivated and passionate person who wants an opportunity to give excellent customer service and have the ability to react and be proactive on customers' needs, then we want to hear from you.

Please click on the link below to see our recruitment film and an insight from our customer colleagues sharing their experiences of working for Aviva: https://youtu.be/EdsWCTnbTlE

What we are looking for:

• Someone who is passionate about delivering outstanding customer service, focusing on what really matters to the customer
• Excellent listening and questioning skills, whilst understanding and adhering to regulations to maintain an excellent customer conversation
• The ability to service high frequency and complex customer demands after full training
• Flexibility and willingness to learn
• Exceptional attention to detail
• Good organisational and time management skills
• A positive and flexible approach to change
• A natural curiosity to identify improvements with a positive mind set and a can-do approach
• The ability to work part as a team and motivate yourself and others
• The ability to adapt quickly to our changing, digital environment and meet our customers' needs even quicker

What will you get for this role?

• Starting salary of £17,250 with pay progression steps in place and the potential to increase to £22,000
• Generous defined contribution pension scheme
• Annual performance related bonus and pay review
• Minimum 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
• Full training and ongoing support will be provided

Earning Potential:

Typically, our Customer Experts will progress from the starting salary of £17,250 to £18,500 once their skills, knowledge and behaviours are in line with our pay for progression framework. Your development will continue in the role over time. On average we see people reach an advanced level after 18 months, however this depends on an individual's capability and competency level. Your salary would rise to £20,500 when reaching an advanced level of competency. You could then continue to excel in the role and become one of our experts in department earning £22,000. Beyond this, there are numerous opportunities within our business for people with the right skills, knowledge and behaviours to be able to continue progression of their career aspirations.

We care about the wellbeing of our employees:

How you feel at home, work and all aspects of your life are important to us. Our programme – ‘Be Healthy', ‘Be Mindful', ‘Be Secure' and ‘Be Awesome' supports your physical, mental, financial and social wellbeing.

Here are just a few highlights:

• You'll be able to download Aviva Digital GP - a 24/7 personal GP service that enables you to get a video consultation with a GP and pharmacy service at the touch of a button.
• We offer all UK employees subscriptions to Headspace for FREE.
• We have subsidised 70% off the normal gym membership prices, meaning for a reduced monthly fee you will have access to a wide range of fitness venues.

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 Danielle Stallard-Trueman a call on 0121 234 7614 or ping them an email at: danielle.stallard-trueman@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.