• Do you love helping others?

• Are you passionate about providing phenomenal customer service?

• Would you like to earn a salary as well as achieving a qualification?

• Want to work for a company that prioritises wellbeing?

If so, a Dual Level 3 Apprenticeship at Aviva could be just what you’re looking for.

About the programme

As the UK’s largest insurer, a FTSE 100 company and a global leader in our industry, our customer facing teams are crucial to our success. And that's where our Customer Services Excellence Programme comes in. It looks to identify and train, individuals who have the potential to become our customer service leaders and specialists of the future.

On this 24-month programme you’ll spend 80% of your time gaining real hands-on experience and 20% dedicated towards your apprenticeship studies. You will do two different placements and you will gain knowledge, skills and formal qualifications that will fast-track your customer service career.

You will study for two apprenticeship qualifications across the duration of the programme, so naturally you will be someone who loves to learn, to develop themselves, and someone that is passionate about customer service. But you won't be doing it alone; you will have your colleagues on hand to support, encourage and cheer you on every step of the way!

Your first placement

Your first 12 – 18 months will be spent in our Customer Contact Centre. Here you will get to grips with understanding the fundamental aspects of our business. You will become confident in dealing with our customers, learn how to deliver great customer outcomes and to cultivate good relationships. You will work towards your Level 3 Customer Service Specialist apprenticeship and be well on your way to becoming an expert in the customer service arena by the end.

Your second placement

Once your first apprenticeship has been completed, you will broaden your knowledge further by moving into a new customer service role in either our Retirement Operations or Workplace Operations area where you will learn more about pensions. Here you will deal sophisticated queries and transactions, working across multiple products, platforms and systems. To support your development and deepen your expertise, you will undertake a second qualification; a Level 3 Workplace Pensions Apprenticeship

What next?

After getting your two qualifications under your belt, we expect that you'll have gained the knowledge, experience and attributes to enable you to move into a Team Leader or subject expert role

About you

As the type of person that loves to connect with people, you'll enjoy helping others and be passionate about doing the best you can for customers! You don’t need to have had lots of previous experience, but you'll certainly have a passion for learning and an ambitious approach to progressing your career. Couple that with the desire to be a great leader that can influence, inspire, and encourage others, we are sure you have the makings of an Aviva customer excellence advocate.

Qualification wise you will:

• Already have English and Maths GCSEs or Scottish National 5s at A*-C or 9-4 grade (or equivalent). (Or be willing to study for them in addition to the apprenticeship)

What will you get for this role?

• Starting salary from £18,500 (depending on your skills, experience, and qualifications) with salary reviews throughout your training. On successful completion you can expect your salary to have increased to £22,000 (subject to performance)

• 2 x Level 3 qualifications, aligned to your role

• Paid study time

• A permanent role right from the beginning

• A caring, welcoming culture complete with wellbeing programmes, flexible working and an in-built support network, including buddies and mentors – many of whom have been with us for years

• A holiday allowance of 25 days, plus bank holidays and the option to buy/sell up to five additional days

• An annual performance-related bonus and pay review

• Generous defined contribution pension scheme

Where you’ll be based:

These roles will be offered in Norwich or Sheffield. Flexible working has been engrained into our culture for a long time now. We have a Smart Working policy which means your training and the role will be a mix of office and home working, with a minimum of 3 days in the office.

The recruitment process:

Our recruitment process looks to understand what you are good at, as well as what you enjoy. To start your application, apply online - you will need to answer a short questionnaire and attach your CV. If you pass the initial CV screen, the next stage is a telephone interview with us. This is your opportunity to ask us questions too. And if you do well in these, there’s a virtual assessment event

We have start dates available for November and January.

Proud to be diverse

We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

We interview every disabled applicant* that meets the minimum criteria for the job. Just send us an email once you’ve applied stating that you have a disclosed disability and we’ll make sure we interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please send an email to dawn.coady@aviva.com

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should 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.