Join the Team at Teleperformance and Aviva: Delivering Exceptional Customer Experiences in Travel Insurance
We are excited to announce an incredible opportunity for a Customer Service Specialist to join our team at Teleperformance, working in partnership with Aviva, one of the world's most reputable and leading multinational insurance companies. As a Customer Service Specialist - Aviva Travel Insurance, you will play a vital role in providing top-notch service to Aviva's customers, ensuring their travel insurance needs are met with care and professionalism. This is a unique chance to be part of a dynamic team, working in a hybrid model that combines remote work with time in our state-of-the-art remote office.
About Aviva and Teleperformance
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 serving their customers well. Teleperformance is proud to partner with Aviva, offering a range of customer service solutions that meet the highest standards of quality and excellence.
Key Responsibilities
- Provide exceptional customer service to Aviva travel insurance customers, processing policies and handling inquiries with care and professionalism.
- Handle call demand for our banking partner, dealing with travel insurance policies underwritten by Aviva to process medical and trip upgrades for customers.
- Screen customers' medical conditions and deal with complex medical queries, ensuring that customer protection is at the forefront of all interactions.
- Adhere to mandatory call scripts on all calls, using multiple systems simultaneously to ensure seamless customer experiences.
- Own and handle FCA-regulated complaints through to completion, demonstrating a deep understanding of regulatory requirements and customer protection.
- Identify and record vulnerability, providing patient, empathetic, and supportive interactions that meet the needs of all customers.
- Comply with strict FCA regulations around compliance, with a key focus on customer protection.
Requirements and Qualifications
Essential Qualifications:
- Comprehensive experience within a customer service environment, preferably in insurance or a related field.
- Proficient in using and navigating PC systems within a fast-paced environment.
- Fantastic verbal and communication skills, with the ability to establish collaborative customer relationships.
- Strong written skills with attention to detail, and a good, consistent typing speed.
- Professional and friendly manner, with a positive attitude and the ability to interact with lots of different people.
- Ability to take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence.
Preferred Qualifications:
- Experience working in a similar industry, such as insurance or financial services.
- Familiarity with FCA regulations and customer protection requirements.
- Previous experience handling complex medical queries or screening customers' medical conditions.
- Strong problem-solving skills and the ability to think critically.
Skills and Competencies
To succeed in this role, you will need to demonstrate a range of skills and competencies, including:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment, handling multiple systems and tasks simultaneously.
- Deep understanding of customer protection and regulatory requirements.
- Empathy and patience when interacting with customers, particularly those who may be vulnerable.
Career Growth Opportunities and Learning Benefits
At Teleperformance, we are committed to providing our employees with opportunities for career growth and development. As a Customer Service Specialist - Aviva Travel Insurance, you will have access to:
- Comprehensive training program, including 15 days of training with ongoing support.
- Opportunities for career progression and professional development.
- Access to our online Community Academy, featuring free wellness, kids, and learning classes.
- Mentorship and coaching from experienced team leaders and managers.
Work Environment and Company Culture
At Teleperformance, we pride ourselves on creating a positive and inclusive work environment that supports the well-being and success of all our employees. As a remote worker, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences. Our company culture is built on:
- Collaboration and teamwork.
- Innovation and continuous improvement.
- Customer-centricity and a focus on service excellence.
- Diversity, equity, and inclusion.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- Competitive salary: £22,556.82 per annum (£12.10 per hour).
- 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary.
- Lifestyle Benefits program, featuring thousands of discounts, special offers, and exclusive employee deals.
- Refer & Earn Scheme, with up to £900 for referring a friend to work for TP.
- Employee welfare support, including free access to our Mental Health Employee Assistance program.
- Life Assurance Cover & Pension Scheme.
- Length of Service and monthly recognition awards.
How to Apply
If you are passionate about delivering exceptional customer experiences and have the skills and qualifications we are looking for, please submit your application today. Join our team and be part of a dynamic and growing organization that is committed to excellence and customer satisfaction.
Don't miss this opportunity to grow your career and make a difference in the lives of Aviva's customers. Apply now and join our team!
Apply Now