Job Description

The team looks after phone enquiries from customers and brokers. The team also administers maturing or surrendering policies, fund switches and fund redirections, dealing with complaints, and general enquiries.

Duties & Responsibilities

• To carry out activities relating to maturing or surrendering policies, fund switches and fund redirections, dealing with complaints and general enquiries for customers and brokers.
• To deliver a high standard of customer service in line with Aviva standards.
• To maintain a strong risk and control focus, logging and seeing through to completion (on time) any errors or complaints, looking for the real root causes and identifying corrective actions to reduce the likelihood of a repeat.
• To support the Team Leader/others as the need arises in handling urgent or more complex cases.

What will you get for this role?

• A competitive salary depending on location, skills, experience, and qualifications
• 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 
• Excellent range of flexible benefits to include a matching share save scheme

Required Knowledge, Skills, and Abilities

• Strong customer focus, desire to deliver excellent service (ideally demonstration of previous successes in this area).
• Comfortable on the phone and a good listener.
• High attention to detail and the ability to learn new skills and processes quickly.
• Strong collaborative style, as you will need to work closely with a range of other team members, and other stakeholders.
• Ability to question current processes and suggest improvements to benefit our customers and improve efficiency.
• Knowledge of Savings, Investment and Pension products an advantage.