Customer Service Complaint Handler

Job description

Job Details

Role Sector: Customer Service

Hours Per Week: 35

Salary Range: £

Additional Benefits:

Role Description

Customer Service Complaint Handler

Norwich – City Centre location

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 Aviva’s Retirement Solutions team , you’ll have a vital role to play.

Aviva’s Retirement Solutions area is an expanding business. We are the market leader for Retirement products and have been awarded a number of recognised financial awards.

We have several exciting opportunities at Grade B, to support our customers through their retirement needs whilst we continue to develop our digital strategy.

The Role

You will be responsible for the effective investigation and resolution of customer complaints by treating customers fairly within our regulator’s guidelines. You will have the opportunity to expand your existing complaint experience within the financial sector.

Our customer’s complaints cover retirement products, such as Equity Release, Pensions and Annuities. Your role will involve flexing between all products.

Resolution and agreement from customers over the phone is key as well as investigative and letter writing skills. Your complaint resolution should deliver a fair and consistent approach when dealing with all customer complaints.

You will speak to your customer at every opportunity to restore their trust and confidence in Aviva, ensuring the right outcome for both the customer and the business. You will also provide support and advice to the frontline teams to enable them to manage potential complaints effectively.

The nature of the demand means you will have several complaints in progress at once to prioritise in line with customer agreements.

You will work closely with customers and all areas of our business alongside key stakeholders and external suppliers. You will also be pivotal in helping to identify ways in which we can improve our service.

This is an exciting time to join a market leading business in a fast paced open and honest environment where the customer is centric to our culture.

Salary - £15,500 - £20,500 depending on experience skills and qualifications.

You will be contracted to work 35hrs between the hours of 8am – 8pm Monday to Saturday and between 10am-4pm on Sundays. The number of hours you work each week may follow a changing pattern, such as a rota or shift pattern, to ensure that the business hours are covered. The majority of your working hours will be 9am – 5pm Monday – Friday. We require some flexibility where possible.

Key skills and behaviours

·  Experience of complaint handling within the financial sector.
·  Excellent communication and questioning skills.
·  Exceptional attention to detail.
·  Focused on making a thorough investigation to gather and interpret all the relevant information.
·  Keeps clear and accurate investigation notes, explaining reasons for complaint outcomes.
·  Is organised and manages own time and workload effectively.
·  Able to deal with difficult conversations when required.
·  Gives customer confidence their concerns are taken seriously and will be investigated.
·  Confident delivering outcome of complaint investigation to customer, verbally and in writing.
·  A strong drive to do the right thing for our customers.
·  A natural curiosity to identify improvements with a positive mind set and a can do approach.
·  Prepared to take on challenges.
·  A key understanding that decisions will always be based on data and our MI will lead us.
·  An appetite to get on board with the digital offering and maybe you have some exposure to web based activity.
·  Able to build relationships with key stakeholders and live the Aviva brand values.
·  Not afraid to speak up when something feels uncomfortable for our customers.
·  Sound education to GCSE grade C or above or experience of working in an Insurance Industry.

Full training will be provided and we will support you on your journey to learn about our customers and retirement business. You will be given every opportunity to improve the way we work and deliver our purpose of freeing people from the fear of uncertainty.

Selection Process:

·  Telephone screening
·  Workplace assessment - If successful through the telephone screening you will be invited into the office where more details will be provided at that time

We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Luke Goffin in the Resourcing team on 07800 691345.