Customer Resolution Specialist

Kick Start Your Customer Service Career with Aviva. Starting salary between £25,400– £28,500 (depending on hours, location, skills and experience). Our standard full-time contracts are for 35 hours per week (with options for part time working). Allocated shift pattern between 08:00 – 18:00 Monday – Friday.

Are you passionate about delivering brilliant customer experience and helping customers when they need it most? We are looking for people to support our customers when things go wrong and help to put things right. People who truly care and are willing to go the extra mile to help our customers. People like you!

A bit about the job:

• You will be responsible for managing customer complaints, ensuring we deliver a fair customer outcome and meet our regulatory requirements.
• You will be reviewing what’s gone wrong and discussing with the customer the best way to resolve their concerns and be able to respond confidently in writing.
• There will be incoming calls which are answered on a rotational basis.
• You will be motivated and proactive, looking for the opportunity to really make a difference and help us learn from what’s gone wrong.
• You will be managing complaints across multiple products so lots of opportunity to learn new skills.
• You’ll receive plenty of training and support along the way.

Skills and experience we’re looking for:

• Has excellent communication skills, a great phone manner with the ability to build rapport and show empathy alongside strong listening and questioning skills.
• The ability to independently assess individual customer experience and effectively agree the right resolution and has passion for making things better and driving improvement.
• You enjoy working and learning with others around them to deliver fantastic customer service and has a positive, can-do attitude with the ability to have challenging conversations.
• The ability to manage your own workload, whilst working in a great team environment.
• Experience of managing customer dissatisfaction, along with working in a customer facing role or a complaints team are essential.

What you’ll get for this role:

• Starting salary between £25,400 and £28,500 (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.
• 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 community and use your 3 paid volunteering days to help others.
• We take your wellbeing seriously with lots of support and tools to learn more.

Aviva is for everyone: We’re inclusive and we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares. We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look. We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you. We’d love it if you could submit your application online.