Job Overview - Aviva Travel Inbound Customer Service Specialist * Start Date: 13/04/2026 * 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 *