Customer Service Specialist - Aviva Travel Insurance - Work From Home

Job Overview - Aviva Travel Inbound Customer Service Specialist

• Start Date: 17/06/2024
• Salary: £22,556.82 Per Annum - £12.10 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) NO PART TIME HOURS AVAILABLE
• Training: 29 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

• Inbound Customer Service processing Aviva travel customers policies
• Handling call demand for multiple banking partners underwritten by Aviva to process trip & medical 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

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

• It is imperative that you maintain a professional working environment as you would if you were coming to an office
• It is your responsibility to ensure you have a dedicated workspace free of noise and distraction to comply with your contractual obligations

If you have any questions regarding this role see contact details below

Tel Number -

Email -

Benefits of being a Customer Service Representative 

• On-line recruitment process, with potential job offer within 24 hours and fully paid training
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy.
• Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
• Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year and our Interactive Health and Wellbeing Hub
• Life Assurance Cover & Pension Scheme
• Length of Service and monthly recognition awards
• Opportunities for career development and progression

Teleperformance are proud to be working with Aviva, one of the world’s most reputable brands. AVIVA is a leading multinational insurance company with over 33 million customers across 16 different countries. In the United Kingdom, Aviva is the largest general insurer and a leading life and pensions provider. They pride themselves on customer experience and have a strong commitment to serve their customers well. Within the role you’ll support customers with a range of enquiries regarding their car insurance policy, ensuring answers are always delivered and resolutions found, whilst maintaining the highest level of customer service.