Pros
The company is genuinely the best company I’ve worked for yet. I know that’s a huge statement but it’s true. I’ve been at Aviva under 2 years and have been off ill a couple times (extended) and they’re extremely understanding, forgiving and supportive. Love that about Aviva. They also seriously appreciate mental health situations more than any company I’ve work for. Management are nice enough, most staff are lovely and supportive. Somewhat competitive salary but I think it should be higher. Hybrid model is good and flexibility great.
Cons
Job can be extremely boring. It’s the same call 20 times a day. You got to follow “a bible” which changes daily, god forbid you don’t follow it - you’ll be put on a performance plan and/micromanaged. Managers sometimes don’t realise that, when in the moment, you don’t naturally react robotically to conversations and requests. Customers who ring several times then we ask the exact same boring questions just infuriates people which leads to pointless complaints no one wants to handle. We need to listen out for breaches, complaints, vulnerabilities. Sometimes it can be mentally draining. The technical aspects of the job are actually great, keeps your brain busy and you want to help customers as the “expert” you’re supposed to be. But honestly? You get max two of these calls a day. We often get bereaved people cold transferred to us crying their eyes out on losing a loved one and then they have to explain everything all over again. If you’re emotionally sensitive you can take this into your next call and sometimes at the end of your working day. I’ve seen a few colleagues with their heads in the hands/crying after these calls.