Job Title: Customer Service Advisor - International Motor Claims 

Location: Surrey Street - Norwich city centre

Contract terms: Permanent

Working Hours: 8-hour shifts set between the hours of 08:00 - 18:15 (Monday – Friday)

Salary: from £19,700 up to £23,500, dependent on depending on skills, experience, and qualifications (+ Benefits)

Start date: April / May 2022

We currently have fantastic opportunities to join Aviva’s award-winning, and market-leading, Motor Claims Team! If you enjoy working in a fast-paced environment and have an empathetic customer service style we want to hear from you! If you also have European language skills - i.e. can speak English, as well as one or more European language(s), then please let us know on your CV, as this is highly desirable for this role.

As an Customer Service Advisor for our International Motor Claims division, you will need to provide brilliant service on every call and e-mail, supporting our customers who have had an accident in Europe. You will also need to take the time to understand the needs of our customers, and work with our suppliers, both in the UK and internationally, to ensure everything is taken care of.

Please click on the video link for an insight on how we help our customers at their times of need:

https://www.youtube.com/watch?v=a_2i40bgz9g&t=4s

In the role you will also need to investigate what has happened, making pragmatic decisions on the best course of action for our customers. This will involve liaising with external stakeholders, building and developing excellent working relationships with our international clients – therefore we’re looking for candidates who are excellent at relationship building and can negotiate effectively too.

We expect our Customer Service Advisors to show empathy on every call, alongside being able to juggle multiple tasks at pace, working within a dynamic, agile team. We will assess all these essential skillsets during our interview process, which will involve all applicants completing a role play exercise - where we will expect you to think on your feet and showcase your strong customer service & rapport building skills.

Our Customer Service Advisors are based at our Norwich, Surrey St office. A thorough, six-week office-based training course will kick-start your career here at Aviva, with the option to work a few days per week from home once you have completed all the necessary courses (including circa 11 weeks of further, supported training).

Skills/experience required:

Prior experience in claims handling is desirable – ideally within Motor, Bodily Injury and Liability - managing the process from the point of notification, right through to settlement

Ability to speak another European language - ideally French and/or German - would be highly desirable

Ability to work in a fast-paced environment, multi-tasking, and prioritising responsibilities

Team player mentality, with a willingness to learn and help others out

Passionate about delivering brilliant customer service i.e., someone who takes pride in producing a high standard of work and putting the customer first

Embrace and supports change, matched with the ability to share ideas and suggestions to improve our customers’ journey

Thrives undertaking digital & online tasks, and can demonstrate strong I.T skills, with prior experience of using software like Microsoft Outlook and Word.

What will you get for this role?

Salary of £19,700 up to £23,500 per annum - depending on skills, experience, and qualifications

Generous defined contribution pension scheme

Annual performance related bonus and pay review

Holiday allowance of 25 days plus bank holidays and the option to buy/sell up to 5 additional days

Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family (Some exclusions apply)

Excellent range of flexible benefits to include a matching share save scheme

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow. 

We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

The way we do this is important too. We’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview. 

We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

We interview every disabled applicant* that meets the minimum criteria for the job. Once you’ve applied, please send us a separate email stating that you have a disclosed disability, and we’ll make sure we interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Daisy Holmes a call on +44 7436 672007 or send an email to daisy.holmes@aviva.com

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.