The Direct Protection market is a huge opportunity. And its growing, as customers become increasingly confident in transacting directly with providers. The Direct business operates across Online and Offline channels and is an increasingly important component of our overall protection business. We have an opportunity for an enthusiastic, self-motivated, and engaging individual to join us as a customer expert.
As a Direct Protection expert, you will be offering telephony support to our customers. You will be responsible for educating our customers on our protection products and leading them through our full Quote and buy journey. You will be passionate about delivering exceptional customer service all whilst adhering to our business and FCA requirements across a range of customer contact channels including inbound/outbound and live chat.
This role will have a rotated shift pattern, shifts will be between Monday- Friday 8am-6pm. This is a hybrid working role with 60% of your time in the office and 40% at home offering flexibility.
Training will be full-time onsite for - c. 4 weeks.
A bit about the job:
The right candidate will be handling both inbound and Outbound telephony support to direct protection customers with a view of progression to also assisting online queries through a live chat platform. We are looking for someone that can come in and proactively manage existing applications and possess the ability to have strong non-advised customer conversations whilst meeting all regulatory requirements. There will be an aspect of this role that will require you to liaise with stakeholders across the business to drive the right customer outcomes.
Skills and experience we're looking for:
- Excellent communication skills, a great phone manner with the ability to build rapport and show empathy alongside strong listening and questioning skills.
- Someone who enjoys working and learning with others around them to deliver fantastic customer service and has a positive, can-do attitude with the ability to have challenging conversations and overcome objections.
- Someone who is risk aware, with the ability to overcome issues to best support our customers.
- Ability to work in a fast-paced environment.
Due to this being a role in scope for Insurance Distribution Directive (IDD) it is a prerequisite that you are not currently bankrupt and do not have an unspent conviction for a serious criminal offence, in applying for this role you are certifying that you satisfy both requirements.
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.
- Bonus opportunity - 6% of annual salary Actual amount depends on your performance and Aviva's.
- 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's leave
- Flexible benefits to suit you, including sustainability options such as cycle to work
- We take your wellbeing seriously with lots of support and tools
