Customer Service Representative

Job description

Job Details

Role Sector: Customer Service

Hours Per Week: 35

Salary Range: £

Additional Benefits:

Role Description

We have exciting opportunities for Customer Service Representatives to join our team based at the Broadland Business Park, Norwich, at Grade B.

Aviva Life Customer Contact

Our Contact Centre in Norwich is growing and we’re looking for highly motivated people to understand our individual customer’s needs, with an ability to get to the real reason for the call and help us deliver excellent service to every customer.

Across our 16 businesses, we protect our 29m+ customers and the things that are important to them. In 2014 alone, we paid out £24.6bn in claims and benefits, with an average of £1.4m paid out per day for UK life insurance and critical illness claims.

What is Life Customer Contact all about?

Aviva Life is the UK's leading life and pensions business, providing award-winning retirement, savings and protection business to 12 million customers.

Here, within our Customer contact department, every one of our people is a great talker, listener, investigator, letter-writer and decision maker. Ultimately, the Customer Contact team builds relationships to understand what the customer really wants, and resolves queries with the maximum efficiency and with minimum fuss.

What will you be doing?

You’ll learn about Aviva’s Life insurance products, the type of queries customers have, and most importantly how to answer these.

You’ll deal with inbound calls, make follow up calls to customers and internal departments and build a rapport with each customer. You’ll understand their needs through conversational questioning skills, taking ownership of the case and resolving each situation to the customer’s satisfaction. This could involve anything from our portfolio – from Life Insurance, to Investments, to Pensions and Annuities.

What are we looking for?

Experience of working in a customer service environment is desired as you’ll be interacting with customers daily, so an excellent telephone manner, great communication skills, and attention to detail and quality are key. This will provide you with the skills and qualifications you need for your career.

Opening hours are Monday – Sunday (8.00am – 8.00pm) and you must be flexible to work 7 hours shift patterns across this period, for 35hrs per week. Shifts are from 8:00am - 8:00pm Monday to Friday, 8:30am - 5:00pm Saturday (currently 1 Saturday in 5), and 10:00am - 4:00pm Sunday (currently 2 a year).

Starting salary: £15,500.

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.