Complaint Specialist

Complaints Specialist -Life Insurance - Salary £22,000 to £27,000 (depending on skills and experience) Are you passionate about delivering brilliant customer experience and helping customers when they need it most? We are looking for people to support our customers when things go wrong and help to put things right. People who truly care and are willing to go the extra mile to help our customers. People like you! A bit about the job: You will be responsible for managing customer complaints, ensuring we deliver a fair customer outcome and meet our regulatory requirements. You will be reviewing what’s gone wrong and discussing with the customer the best way to resolve their concerns. You will be motivated and proactive, looking for the opportunity to really make a difference and help us learn from what’s gone wrong. You will be managing complaints across multiple products so lots of opportunity to learn new skills. You’ll receive plenty of training and support along the way. 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 - The ability to independently assess individual customer experience and effectively agree the right resolution - 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 - The ability to manage your own workload, whilst working in a great team environment - Someone who has experience of managing customer dissatisfaction, worked in a customer facing role or a complaints team would be great, but not essential What you’ll get for this role: - Starting salary between £22,000 and £27,000 (depending on location, skills, experience, and qualifications) - Generous pension (starting level Aviva contributes 8% when you contribute 2%) - Eligibility for annual performance bonus - Family friendly parental and carer’s leave - 25 days holiday per year plus bank holidays and the option to buy/sell up to 5 additional days - Up to 40% discount for Aviva products - Brilliant flexible benefits including electric cars - Aviva Matching Share Plan and Save As You Earn scheme - 21 volunteering hours per year Aviva is for everyone: We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working - spending around 60% of their time in our offices and 40% at home. To find out more about working at Aviva take a look here