Customer Service Specialist - Aviva Travel Insurance - Work from Home

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, 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
  
  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, 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.
  
  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.
  
  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: 15 Days ( No holidays or appointments will be authorised during first 6 weeks of employment )
• Contract: Permanent
• Probity : DBS, Credit Check, Sanctions check, CIFAS Check and 2 year employment history ( this is in addition to referencing ), 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