Customer Advisor

We have an opportunity for a Pensions Customer Advisor to join our Pensions Claims team on a 12‑month fixed‑term contract. 

This role is central to delivering accurate, timely and secure pension claim payments for our customers. You’ll support customers at important moments, ensuring claims and transfers are processed correctly while meeting regulatory and internal standards. 

You’ll work closely with colleagues onshore and offshore, supporting day‑to‑day controls, processes and coordination to ensure a smooth end‑to‑end claims experience and continuity of service. 

Duties & Responsibilities 

• Process full, partial and maturity pension claims and transfers accurately, operating within delegated authorities and agreed controls. 

• Follow all regulatory and internal requirements to prevent financial crime, money laundering and data protection breaches, escalating any concerns appropriately. 

• Manage and prioritise your workload to meet customer and broker needs, ensuring timely and high‑quality outcomes. 

• Liaise with offshore teams to resolve errors, drive corrective action and support strong end‑to‑end service delivery. 

• Handle customer complaints and queries sensitively, ensuring they are logged, managed and resolved in line with agreed processes. 

Skills & Experience 

• A willingness to learn, develop and build expertise in pensions and claims. 

• Experience in a customer‑focused environment, such as pensions administration, financial services or a customer/contact centre role. 

• Strong attention to detail, with the ability to follow processes in a regulated environment. 

• Clear verbal and written communication skills, with a collaborative approach. 

• Actively working towards, or already holding, a professional qualification such as QFA or APA. 

What will you get for this role?  

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.  And 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.   

• A competitive market leading salary depending on skills, experience, and qualifications  

• Generous pension (employee contribution matching of up to 14% if you contribute 8%)  

• Annual performance related bonus and pay review  

• Holiday allowance of 25 days plus bank holidays, and the option to buy/sell up to 5 additional days  

• Generous Health & dental insurance contributions after six months  

• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme  

• TaxSaver Travel Scheme  

• Up to 40% discount for some Aviva products plus discounts for Friends and Family  

• Professional qualification support and transparent career progression plans  

• Brilliantly supportive policies including parental and carer’s leave   

• Flexible benefits to suit you, including sustainability options such as cycle to work   

• Make a difference, be part of our Aviva Communities and use your paid volunteering days to help others  

• We take your wellbeing seriously with lots of support and tools  

Aviva is for Everyone   

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.  

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 the benefits of flexibility, with time together with colleagues.  

We prefer all applications to be submitted online, however if you require an alternative method of applying please contact vivien.gergaly@aviva.com