<b>Social work, Community Care</b> Norwich

Job Overview - Aviva Travel Inbound Customer Service Specialist

Start Date: 07/09/2026

Salary: £25,073.49 Per Annum - £13.45 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) 

Training: Up to 26 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

 

Customer Service processing Aviva travel customers policies

Handling call demand for our banking partner. Dealing with Travel Insurance policies underwritten by Aviva to process medical & trip 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

Values we look for you to have:

Process Excellence- Doing things well means something to you and you will always strive to improve on your work. 

Collaboration- You enjoy working with others and you like working as a team player. 

Communication- You can speak and write clearly and in a confident manner.

Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.

Open-Mindedness- You are able to be open to different ways of thinking and new ideas.

Critical Thinking- You are able to think logically when making decisions.

Solution Orientation- Having a forward thinking mindset focused on resolving challenges.

Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

 

 

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

This includes the requirement of your workspace/room to be clear of any mobile phones or other electronic devices whilst you are at your workstation

 

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

Tel Number - (phone number removed)

Email -

 

 

Benefits of being a Customer Service Representative 

 

Perks at Work – Savings Discounts / Free Online Classes

Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice

Critical Illness – up to £10,000

Cycle to Work Scheme

Eyecare support voucher

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Monthly Inspire Awards – For the best of the best

Refer-A-Friend earns up to £1,200 for you

Monthly Wellbeing Webinars

Dedicated Employee Experience Progress – Here to support TP journey 

 

 

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.

 

We are looking for great people who will listen and ask the right questions, whilst bringing their personality and enthusiasm to ensure all customers receive the attention and care they deserve. You will know how to always put the customer at the heart of everything that you do, along with having good computer skills and the ability and focus to maintain attention to detail whilst working to quality measures. Full training will be provided with on-going support to ensure you have the required knowledge and skills to succeed and enjoy your role.

 

Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. . If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

 

Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.

 

#priority

 

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