Job Description

Customer Advisor
Salary: \xc2\xa321,700

Are you someone who has a passion for providing exceptional customer service? Then this role is for you!

We are looking for 5 individuals to join our Pension Death Claims Team within Aviva.

Life is full of unexpected twists and turns. But for every situation, Aviva is on hand to make things simple and keep customers protected. Joining the Aviva Claims team, you\xe2\x80\x99ll have a vital role to play in a company that paid out \xc2\xa334.4 billion in claims and benefits last year to our customers globally.

This is a very rewarding role as we are helping our customers when they need us the most when they have lost a loved one.

Successful candidates will need a positive approach to change, have commitment and drive as well as having the desire to learn/develop using initiative, ownership, and judgment to seek the best resolution for all customer queries. Don\xe2\x80\x99t worry if you have no previous Claims experience as we will give you all the training you will need to support you in your journey to learn about our products and customers.

A bit about the job:

The Customer Advisor will manage inbound demand via telephone and email. Acting as the first point-of-contact for customers, solicitors and financial advisors, supporting and guiding them throughout their interactions with our department.

As well as managing the admin demand coming into the team, you will proactively manage customer expectations via their preferred method of communication, supporting customers to understand requirements for claims journeys and advising them on what\xe2\x80\x99s required for us reach a claim outcome or payment as swiftly as possible.

You will be responsible for seeking out opportunities to recommend improvements to processes to support efficiency and cost effectiveness, whilst enhancing the customer experience. You will be capable of resolving customer complaints at first point resolution and identifying & supporting customers with additional vulnerabilities who may require extra help.

You will be expected to work competently and confidently using in-house systems.

Skills and experience we\xe2\x80\x99re looking for:

• 
  Positive attitude and passionate about meeting our customers\xe2\x80\x99 demands
• 
  You must be comfortable talking to customers on the telephone providing clear information with sympathy and support, along with carrying out administration duties, this is a core part of the role
• 
  Ability to work on own initiative and make decisions in a customer-focused team environment with good attention to detail
• 
  Flexibility and adaptability to thrive in a fast-paced, highly demanding, constantly changing environment
• 
  Excellent communication skills both written and verbal coupled with strong organisation and prioritisation skills

What you\xe2\x80\x99ll get for this role:

• 
  Salary of \xc2\xa321,700 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 \xe2\x80\x9cMy Aviva Extras\xe2\x80\x9d plus discounts for Friends and Family. (Some exclusions apply)
• 
  Excellent range of flexible benefits to include a matching share save scheme

Aviva is for everyone:

We are inclusive and
welcome everyone \xe2\x80\x93 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\xe2\x80\x99re 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 \xe2\x80\x93 spending around 60% of their time in our offices and 40% at home.

To find out more about working at Aviva take a look
here

We interview every disabled applicant who meets the minimum criteria for the job. Once you\xe2\x80\x99ve applied, please send us an email stating that you have a disclosed disability, and we\xe2\x80\x99ll interview you.

We\xe2\x80\x99d love it if you could submit your application online. If you require an alternative method of applying, please give Guv Johal a call on 0750 008 7919 or send an email to
Guv.Johal@aviva.com .