Customer Support Representative

Inbound Customer Service Expert - Starting salary between £25,400 to £32,571 (depending on hours, skills and experience) plus additional benefits. Please note this job role is not sponsorable under the Home Office points based system.

Our standard full-time contracts are for 35 hours per week (with options for part-time working). However, we want you to have the flexibility to increase your working hours if it suits you, so we also offer the option for an enhanced 40-hour contract which has an enhanced salary of up to £32,571.

Location: this role is 3 days per week in our Norwich offices, and 2 days per week working from home (initially it will be full-time in our office for training - circa 8 weeks). Flexible shift pattern between 08:00 - 18:00 Monday - Friday. Weekend overtime may be required.

Are you passionate about delivering brilliant service and ensuring customers get the help they need when they need it most? We are looking for people to support our customers through their retirement needs in Norwich, people who truly care and are driven to give it their all every single day.

A bit about the job:

• You will be providing telephone support to our customers giving impartial guidance and discussing their options available.
• You will be motivated and proactive, looking for the opportunity to make a real difference in our customers' lives.
• Our products can be really technical so you need to be able to easily articulate the many complexities of the product - there is a lot to learn but don’t worry, you’ll receive plenty of training and support to help our customers.

Skills and experience we’re looking for:

• Excellent communication skills, a great phone manner with the ability to build rapport and show empathy alongside strong listening and questioning skills.
• Talented problem solvers who think outside the box and challenge the status quo to help shape our contact centres of the future.
• Someone who enjoys 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 and overcome objections.
• The ability to multitask with complex systems whilst simultaneously supporting customers on the telephone.
• Someone who is risk aware, with the ability to overcome issues in order to best support our customers.

What you’ll get for this role:

• Starting salary between £25,400 - £28,500 (depending on hours, location, skills and experience).
• 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 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 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 here. 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.