Customer Service Representative reference: R-148478

Starting salary between £25,100 to £28,500 (depending on hours, skills and experience) plus additional benefits. Are you someone who is not afraid of speaking up, who takes responsibility and who makes good decisions?  We love people who are ready to do the right thing for our customers and our colleagues.  You will act as first point of contact for customers and advisers/brokers, providing high quality support, guidance and advice, process insurance claims directly from the customer from investigation, negotiation through to settlement of the claim. A bit about the job Manage a portfolio of customer claims relating to insurance products which could be personal or commercial, working within agreed guidelines and delegated authorities, whilst ensuring compliance with internal policies, standards and regulatory requirements, report and record any irregularities. Deal with inbound and outbound calls and digital interactions from customers, brokers, suppliers and internal teams, develop technical expertise in responding to and resolving queries, problems or other customer needs, identify and escalate issues to technical claims if required. Build rapport with customers, role model customer service standards, best practice and performance outcomes for the team, identify and suggest improvements to claims handling experience and efficiency.  Stay up to date with industry trends and best practices, undertake relevant training and provide support with various projects and initiatives as needed. The hours for this role are Monday - Friday 9.00am - 5.00pm. This role offers smart working where you are 50% in the office and 50% from home. Please note, for the first 6 months it will be full time based in the office. Skills and experience we’re looking for: Positive attitude and strong desire to meet customers needs Excellent communication skills, both written & verbal and a good team player Strong negotiation and influencing skills and a critical thinker Strong problem-solving skills Good level of IT skills to navigate systems What you’ll get for this role: Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague. Starting salary between £25,100 to £28,500 (depending on location, skills, experience, and qualifications) Bonus opportunity - 6% annual salary Actual amount depends on your performance and Aviva. Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in. 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme Brilliantly supportive policies including parental and carer leave Flexible benefits to suit you, including sustainability options such as cycle to work Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others We take your wellbeing seriously with lots of support and tools Take a look to learn more. Put a salary into this calculator to see what your total Aviva Reward could be. Aviva is for everyone: We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares. We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues. To find out more about working at Aviva take a look here We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you. We’d love it if you could submit your application online. If you require an alternative method of applying, please give Amber Britton a call on 07775546100 or send an email to amber.britton@aviva.com We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.