Job Title: Customer Expert
Location: Norwich
Contract: Permanent
Salary: Starting salary up to £22,000 depending on experience (+benefits)
Working Hours: Average of 35 hours a week. Shift patterns covering the hours of Monday-Friday 8:00 - 18:15*
*current opening hours and potentially subject to change

We know bigger doesn’t always mean better. But, when it comes to offering opportunities to develop a rewarding career, receive top quality training and move into different roles, the size of Aviva really helps.

We’re a market-leading business with millions of customers. And we’re all about helping our people learn and progress. Our Customer Experts do that by helping Aviva policyholders handle those ups and downs that life’s all about.

Join the team in our Norwich office, and you’ll be listening to and communicating with all kinds of customers over the phone, investigating their situation and making decisions about how to help. On every call you take, you’ll look to deliver maximum efficiency with minimal fuss. We don’t do rigid targets here. It’s more important for you to live our values, by delivering a personalised service, which shows each and every customer that we care.

You’ll be handling calls relating to Aviva’s wide range of products and services, some of which can be complex and technical. But, don’t worry, we’ll give you all the training and necessary equipment you will need.

This role represents the first step on a career path that could take you far within our organisation. Not only can you develop at your own pace, but also in different places, thanks to our Smart Working policy.

What we’re looking for:

• Great communication skills

• Ability to show empathy with customers’ situations

• Determination to listen closely and react appropriately on calls

• Ability to conduct meaningful and manage sometimes challenging conversations

• Good problem-solving skills and the ability to fact check and find solutions

• A positive, can-do attitude

• Someone who’s happy working with and learning from others

• Desire to suggest digital solutions that could resolve customer queries more quickly

What you’ll get:

• A starting salary of up to £22,000, depending on your skills and experience

• 25 days’ holiday plus bank holidays, because you’ll have earned your break!

• Outstanding opportunities to develop your career with us

• Ongoing training from customer service professionals

• A self-led learning culture that lets you develop your skills at your own pace

• Scope to move into more senior roles

• Freedom to buy or sell up to five days’ holiday each year

• Chance to earn a bonus for going over and above in your daily role

• Up to 40% off Aviva products, including Motor and Travel insurance, and up to 15% off for friends and family

• Discounted healthcare

• Money off cinema tickets, groceries, clothes, electronics and more

• A generous 14% company pension contribution (based on an 8% employee contribution)

• Team Volunteering Days so you can give back together

Working at Aviva

Watch this video to see what our people enjoy most about working here: https://www.youtube.com/watch?v=jpkbB3O01HA

Our business is all about giving everyone a better tomorrow – our customers and our people. Success in this role depends a lot on being able to:

• Care for customers

• Have the confidence to speak up

• Take ownership of customer issues

• Make good decisions

We care deeply about diversity and inclusion so, if you meet our criteria, we encourage you to apply whatever your background and experiences.  

We understand the importance of a good work/life balance too, which is why we’re ready to be flexible. If you want to work from home sometimes or need to adjust your hours for the school run (for example), let’s have a chat during your interview.

Ready to take a step closer to a career with Aviva? Please apply online here. If you require an alternative method of applying, please give Dylan Wood a call on 07385 426164 or send an email to Dylan.wood@aviva.com.

All disabled applicants* who meet our criteria will be interviewed. Please send us an email once you’ve applied stating that you have a disclosed disability and we’ll arrange your interview.

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.