Customer Service Advisor in Bannockburn

This is a great opportunity for someone who is passionate about delivering outstanding customer care and supporting customers through what can often be a stressful claims journey. You'll provide reassurance, guidance and empathetic support, helping customers feel confident they're in safe hands at every stage. We're one of the UK's leading insurance providers, supporting millions of customers when they need us most. Our Home Claims teams play a vital role in helping customers recover after damage to their homes, delivering peace of mind and expert support during challenging times.

A bit about the job:

• Acting as the first point of contact for customers calling about their home insurance claims
• Providing clear, empathetic guidance and professional support throughout the claims journey
• Managing customer expectations and helping guide them through next steps
• Working towards individual and team performance targets while maintaining excellent customer outcomes
• Confidently using technology and multiple systems to manage claims accurately and efficiently

Skills and experience we're looking for:

• A resilient, enthusiastic and customer‐focused approach
• The ability to thrive in a fast‐paced, target‐driven role with a positive, team‐focused mindset
• The ability to remain calm, empathetic and professional in challenging situations
• Strong communication skills are essential
• Good IT skills and confident using Microsoft packages e.g. Outlook and Word
• Customer Service or Claims handling experience is desired

Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but most colleagues spend at least 50% of their time in the office, combining flexibility with valuable time together with colleagues. Our Home Claims teams are available Monday - Friday 08:00 – 20.00 and Saturday 09:00 – 17:00. In these roles you'll work shifts across these days which we'll share more about, and your 6-8 weeks training, during your application.

What you'll get for this role:

• Starting salary of £26,700 (depending on location, skills, experience, and qualifications)
• Bonus opportunity - 6% of annual salary. Actual amount depends on your performance and Aviva's.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer's leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Aviva is for Everyone. We're inclusive and welcome everyone — we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don't, we'd still encourage you to apply. We consider all forms of flexible working, including part‐time and job‐share arrangements. We flex locations, hours and working patterns to suit our customers, business and you. Most of our people are smart working — spending at least 50% of their time in our offices every week — combining flexibility with time together with colleagues.

How to apply: We'd love it if you could submit your application online. If you require an alternative method of applying, or if you have any queries in relation to the vacancy, please contact Gyula at gyula.martinak@aviva.com.