What is the role?

You will be communicating with a wide range of customers, solicitors & financial advisors, supporting them with any changes to their Lifetime Mortgage, whether that be drawing down from their cash reserve facility, or fully redeeming the policy. You will really love making a difference in customers lives and supporting them on the phone.  We need people that will challenge the status quo and help us shape the future. Our products can be really technical so you will 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.

What we are looking for:

• A great phone manner with the ability to build rapport and show empathy

• Strong listening and questioning skills

• Talented problem solvers who think outside the box 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

• The ability to multitask with complex systems whilst simultaneously supporting customers on the telephone.

• A positive, can-do attitude with the ability to have challenging conversations and overcome objections.

• Someone who is risk aware, with the ability to overcome issues in order to best support our customers

What will you get for this role?

• A competitive reward package with a starting salary of £20,000 - £23,500 (depending on skills and experience) and wide range of benefits

• 25 days holiday days (with flexibility to buy or sell up to 5 days), plus bank holidays

• Up to 40% discount on Aviva products and services such as Home, Motor, Critical Illness and Life Insurance (with friends and family offers too)

• A generous 14% company pension contribution (based on an 8% employee contribution)

• Opportunity to earn a bonus for doing a great job and going the extra mile. That’s [6%] basic salary on target opportunity for this role

• Share in our success by joining our Aviva Share Schemes through our Matching Share Plan and/or Save As You Earn

• Wide-ranging policies to support you including family leave, training/study and volunteering

• A market leading wellbeing proposition and a range of benefits designed to make your life that little bit easier

• 24/7 discounts and cashback offers (for cinema, shopping and much more)

• Access to national and local offers with other companies

• Eight times’ basic salary as death in service benefit

• Be part of supporting the Aviva climate plan. We’re the first major insurer worldwide to target Net Zero carbon by 2040

We have a Smart Working policy which means you will be office based at least 3 days per week with the option to work from home 2 days per week (if full-time). Please note: you may be required to attend all training in the office.

Working Hours: Up to 35 hours per week. Shift patterns covering the hours of Monday-Friday 8:00 - 18:15*
*current opening hours and potentially subject to change

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 ownership, 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. Just send us an email once you’ve applied 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 Manisha Dinesh a call on 07393803498 or send an email to Manisha.dinesh@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.