Customer Service Advisor

This is a great opportunity for someone who is passionate about delivering outstanding customer care and supporting customers through what can often be a stressful claims journey. You’ll provide reassurance, guidance and empathetic support, helping customers feel confident they’re in safe hands at every stage.

We’re one of the UK’s leading insurance providers, supporting millions of customers when they need us most. Our Home Claims teams play a vital role in helping customers recover after damage to their homes, delivering peace of mind and expert support during challenging times.

A bit about the job:

Acting as the first point of contact for customers calling about their home insurance claims

Providing clear, empathetic guidance and professional support throughout the claims journey

Managing customer expectations and helping guide them through next steps

Working towards individual and team performance targets while maintaining excellent customer outcomes

Confidently using technology and multiple systems to manage claims accurately and efficiently

Skills and experience we’re looking for:

A resilient, enthusiastic and customer‑focused approach

The ability to thrive in a fast‑paced, target‑driven role with a positive, team‑focused mindset

The ability to remain calm, empathetic and professional in challenging situations

Good IT skills and confident using Microsoft packages e.g. Outlook and Word

Customer Service or Claims handling experience is desired

Our hybrid model offers a ‘best of both worlds’ approach. When you’ll be in the office depends on your role and team, but most colleagues spend at least 50% of their time in the office, combining flexibility with valuable time together with colleagues.

Our Home Claims teams are available Monday - Friday 08:00 – 20.00 and Saturday 09:00 – 17:00.

In these roles you'll work shifts across these days which we'll share more about, and your 6-8 weeks training, during your application.

What you’ll get for this role:

Our purpose – With you today, for a better tomorrow – is a promise we make to our customers and our colleagues. One of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague, including:

Employer‑contributed pension

Annual company bonus

Discounts on insurance products

Generous holiday allowance

Flexible benefits package, including optional health and dental insurance

Buy As You Earn share scheme

Employee discounts and cashback

Plus, many more

Aviva is for Everyone

We’re inclusive and welcome everyone — we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we’d still encourage you to apply.

We consider all forms of flexible working, including part‑time and job‑share arrangements. We flex locations, hours and working patterns to suit our customers, business and you.

Most of our people are smart working — spending at least 50% of their time in our offices every week — combining flexibility with time together with colleagues.