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- Tasks: Assist customers with travel insurance queries and provide top-notch service from home.
- Company: Join Aviva, a leading name in travel insurance with a focus on customer care.
- Benefits: Enjoy a competitive salary, flexible working hours, and comprehensive training.
- Why this job: Make a difference by helping customers navigate their travel insurance needs.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Work from home with opportunities for career growth and development.
The predicted salary is between 19400 - 26000 £ per year.
Job Overview – Aviva Travel Inbound Customer Service Specialist
- Start Date: 13/04/2026
- Salary: £23,448.92 Per Annum – £12.60 per hour
- Site: Work From Home
- Shifts: Full Time 35.85 hours working 5/7 days, Monday to Friday 08:00-20:00, Saturday 08:00-18:00, Sunday 10:00-16:00 (Must be FULLY flexible to cover business operating hours)
- Training: Up to 26 Days (No holidays or appointments will be authorised during first 9 weeks of employment)
- Contract: Permanent
- Probity: DBS, Credit Check, Sanctions check, CIFAS Check and 2 year employment history (this is in addition to referencing)
Day to day responsibilities of the Customer Service Representative
- Customer Service processing Aviva travel customers policies
- Handling call demand for our banking partner. Dealing with Travel Insurance policies underwritten by Aviva to process medical & trip upgrades for customers
- Dealing with complex medical queries and screening customers’ medical conditions
- Adhering to mandatory call scripts on all calls
- Using multiple systems simultaneously
- Owning and handling FCA regulated complaints through to completion
- Have direct responsibility handling underwriting risks and will deal with these queries with caution and customer protection at the forefront of your mind
- Identifying and recording vulnerability, where patience, empathy and support are critical
- Complying with strict FCA regulations around compliance with a key focus on customer protection
Values we look for you to have:
- Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
- Collaboration– You enjoy working with others and you like working as a team player.
- Communication- You can speak and write clearly and in a confident manner.
- Emotional Intelligence– You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
- Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
- Critical Thinking- You are able to think logically when making decisions.
- Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
- Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
Skills needed to be a Customer Service Representative
We are looking for the following skills and attributes:
- Must be proficient in using/navigating PC systems within a fast-paced environment
- Fantastic verbal/communication skills
- Comprehensive experience within a customer service environment
- Have an open mind and positive attitude in response to feedback to help you improve
- The ability to establish collaborative customer relationships
- A good attitude and the ability to interact with lots of different people
- Strong written skills with the ability to show attention to detail
- Professional and friendly manner
- A good, consistent typing speed
- Take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence
Other Info/Work From Home Requirements
- Whilst this is a Work From Home opportunity, you must ensure you are free from any caregiving responsibilities during all shift times. For example, you are required to have full childcare arrangements in place
Customer Service Specialist - Aviva Travel Insurance - Work From Home (Newcastle Upon Tyne) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - Aviva Travel Insurance - Work From Home (Newcastle Upon Tyne)
✨Tip Number 1
Get your research game on! Before any interview, dive into Aviva's values and mission. Knowing what they stand for will help you connect your skills to their needs, making you a standout candidate.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will boost your confidence and help you articulate how you'd handle tricky situations during the interview.
✨Tip Number 3
Show off your soft skills! During interviews, highlight your emotional intelligence and communication skills. Share examples of how you've successfully navigated complex customer interactions in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team and ready to take ownership of your career journey.
We think you need these skills to ace Customer Service Specialist - Aviva Travel Insurance - Work From Home (Newcastle Upon Tyne)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Specialist role. Highlight your relevant experience and skills, especially those that match the job description like communication and emotional intelligence.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role at Aviva. Mention your passion for customer service and how you embody the values we look for.
Showcase Your Attention to Detail: In a role where accuracy is key, demonstrate your attention to detail in your application. Double-check for typos and ensure your formatting is consistent – it shows you care about quality!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and stands out to us!
How to prepare for a job interview at Teleperformance
✨Know Your Stuff
Before the interview, make sure you understand Aviva's travel insurance products and services. Familiarise yourself with common customer queries and complaints related to travel insurance. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Service Specialist, communication is key. Practice articulating your thoughts clearly and confidently. You might want to prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations.
✨Demonstrate Emotional Intelligence
Be ready to discuss how you handle difficult conversations and show empathy towards customers. Think of specific instances where you've had to use patience and understanding to resolve an issue. This will highlight your emotional intelligence, which is crucial for this role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to think critically. Prepare by thinking through potential customer issues you might face and how you would approach them. This will show that you're solution-oriented and ready to take ownership of challenges.