AVIVA Complaints Analyst

Job reference RA1828/2019

Job summary

ReAssure is responsible for administering a variety of Life and Pensions products. Within the Norwich based Customer Services Operation we are looking to recruit Informal Complaint Analysts.

You will be supporting the servicing of Life or Pension policies across call taking or administration, delivering on your promises and ensuring the customer is always treated fairly.

You have an opportunity to join one of Norwich’s largest employers, within an ever-changing environment where you will discover the potential to perform and grow.

You will join the existing Informal Complaints and Escalation Team reporting to a Customer Services Team Leader. This position is offered on a permanent basis.

Competitive Salary & Benefits package, including 27 days’ holiday, pension, healthcare

Originally founded in 1963, ReAssure is a life and pensions company which buys and administers closed books of business from other companies. Built on a 2000-strong team with a wide range of skills and experience, there’s one constant running through the ReAssure business – ‘Change’. Join us and you’ll have opportunity to drive our growth and progress through your own success.

ReAssure is an equal opportunities employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills; and creating an inclusive environment for all employees.



Key responsibilities

  • Resolve informal administration and service complaints, delivering fair outcomes for customers and adhering to regulatory requirements.
  • Convey decisions to clients verbally, promoting clear communication with customers to assist with swift and satisfactory case resolution.
  • Liaise and form relationships with our internal and external customers.
  • Investigation of the informal complaints and action as appropriate.
  • Identify areas for improvement within the current processes and procedures.
  • Recommend and authorise redress within agreed authorisation limits.
  • Support Reassures Treating Customers Fairly (TCF) culture and pay due consideration to the TCF values and principles relevant to Complaints Handling at all times.

Key skills/experience required

  • Excellent communication skills and ability to adapt to different customer profiles and internal audience.
  • Ability to think analytically and should be a problem solver
  • Ability to show compassion with Customers
  • Able to multitask and switch priorities
  • Ability to make effective decisions under pressure.
  • Ability to capture and interpret data and information

Job category/type
Customer Services/Permanent


Date posted

Application closing date

Applications for this vacancy have now closed