[UK]
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 26Days (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
1. 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
2. It is imperative that you maintain a professional working