A bit about the job:

We are currently recruiting for several Complaints Specialists to join our UK Life, Health and Protection team. This team are passionate about taking care of customers at a high level. We feel reward in delivering phenomenal customer service. This is a multifaceted role, with the opportunity to develop and learn across different insurance products, all to be used in career progression.
 

The role requires someone who is able to have strong conversations with customers and Financial Advisers. The main responsibilities of this role includes; managing caseloads, establishing good relationships and actively supporting the continuous improvement across the Customer Experience and Complaints teams.

Aviva uses “smart-working”, and the person in this role can be based anywhere commutable to our offices in Sheffield, Norwich, York, Eastleigh or Leatherhead.

Skills and experience we’re looking for:

• Track record of making decisions whilst ensuring impartiality, from both the customer and the company perspective, challenging and escalating where necessary.

• A background of being customer focused with evidence of using strong listening skills, investigation/analytical abilities, an attention to detail and the ability to translate this to change suggestions.

• Exceptional phone and written communication skills with an ability to create and adapt interactions based on customer needs and delivering difficult messages.

• Background of working in a pressurised environment and being resilient with good emotional control when taking care of conflict.

• Any experience with dealing with complaints from financial customers would be great to see.

What you’ll get for this role:

• Salary upto £30,000 (depending on location, skills, experience, and qualifications)

• Generous pension (starting level Aviva contributes 8% when you contribute 2%)

• Part of the Sales Bonus Scheme

• Family friendly parental and carer’s leave

• 25 days holiday per year plus bank holidays and the option to buy/sell up to 5 additional days

• Up to 40% discount for Aviva products

• Brilliant flexible benefits including electric cars

• Aviva Matching Share Plan and Save As You Earn scheme

• 21 volunteering hours per year