Customer Service Specialist – Travel Insurance (Remote)

About the role

Aviva Travel Insurance is seeking an inbound Customer Service Specialist to work from home. You will support policyholders, handle medical and trip upgrades, and manage FCA‑regulated complaints while ensuring customer protection.

Key responsibilities

• Process Aviva travel insurance policies and handle call demand for our banking partner.
• Manage medical queries, screen customers’ medical conditions, and process trip upgrades.
• Adhere to mandatory call scripts and use multiple systems simultaneously.
• Own FCA‑regulated complaints from start to resolution.
• Identify and record vulnerable customers, providing empathy and support.
• Handle underwriting risk queries with caution and customer‑centric focus.

Required profile

• Commitment to process excellence and continuous improvement.
• Strong collaboration and teamwork mindset.
• Clear, confident written and verbal communication.
• High emotional intelligence with empathy and kindness.
• Open‑mindedness to new ideas and approaches.
• Logical critical thinking for decision‑making.
• Solution‑oriented and forward‑thinking attitude.
• Entrepreneurial spirit, taking ownership of tasks.

Required skills

• Proficient navigation of PC systems in a fast‑paced environment.
• Consistent, accurate typing speed.

What we offer

• Permanent contract with a salary of £25,073.49 per annum (£13.45 per hour).
• Up to 26 days of training (no holidays during the first 9 weeks).
• Fully flexible shift patterns covering business operating hours.
• Comprehensive DBS, credit, sanctions and employment history checks.