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

Want a phone-based role in our Norwich office in which the focus is more on providing outstanding customer care than meeting rigid targets? To us it’s far more important for you to live our values, whilst delivering a personalised service to our customers.

Here at Aviva, our Customer Experts help callers find a smooth path through life’s unexpected ups and downs. It’s a case of listening to and communicating with each customer, investigating their situation and making decisions. All with the goal of delivering maximum efficiency with minimal fuss.

These customer interactions happen at our office in Norwich, where we’re looking for more friendly and focused people to join the team.

The calls you’ll be handling will all relate to Aviva’s wide range of products and services. Some of these can be complex and technical, but, don’t worry, we’ll provide you with training, and you’ll have the information you need at your fingertips.

If you’re looking for a customer service role with flexibility both in terms of when and where you work, no problem. We’ve introduced Smart Working, a policy that means your time at work can be split between the office  and your home once you completed training. The exact nature of the split will be agreed with your manager in advance and depends on the nature of your role.

What we’re looking for:

• A great telephone manner with the ability to show empathy with each customer’s situation

• Determination to listen closely and react appropriately to what customers are saying

• Ability to have meaningful and sometimes challenging conversations

• Good at problem solving and overcoming objections

• Meticulous attention to detail, especially when checking facts

• Always looking for solutions that remove barriers so that customer problems are resolved

• A positive, can-do individual who enjoys working with and learning from others

• Constant focus on making life simpler for customers, suggesting digital methods where relevant

What you’ll get:

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

• All the training and support you need

• 25 days’ holiday plus bank holidays, so you can relax and recharge

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

• A self-led learning culture that gives you the scope to develop your skills

• Plenty of opportunities to progress at your own pace

• Potential to move into more senior roles

• Chance to earn a bonus for doing a great job and going the extra mile

• 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 pension scheme – with a contribution of at least 8% from us

• Team Volunteering Days so you can give back together

Working at Aviva

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

Our business is all about giving our customers a better tomorrow, and our people the scope to take opportunities to develop themselves and their career. We’re looking for individuals from a diverse range of backgrounds with the confidence to speak up, take ownership and make good decisions.

We understand you’re likely to have commitments outside of work, so we’re ready to be flexible. Want to work from home sometimes? Let’s talk. Need to change your hours so you can pick up your kids from school? That’s something else we can discuss during your interview.

We care deeply about being inclusive so, if you have what we’re looking for, we encourage you to apply whatever your background or experiences.  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.

All candidates should submit their applications online where possible. 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.

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.