Job Overview - Aviva Travel Inbound Customer Service Specialist
Start Date: 5th Jan 2026
Salary: £23,448.92 Per Annum - £12.60 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.
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