Citizens Advice network in Essex partners with Aviva to Launch Nationwide Customer Referral Service
Citizens Advice Essex, the consortium of nine local Citizens Advice offices serving Essex, Southend and Thurrock is pleased to announce their successful bid to deliver an innovative customer referral service, as part of the continued growthof a long-term strategic partnership between Aviva and Citizens Advice. This initiative will offer personalised advice and support to Aviva customers across England and Wales, addressing a wide range of challenges including financial difficulties, housing issues, and employment concerns.
The service integrates seamlessly with Aviva's operations via Citizens Advice’s bespoke "inward referral tool”. This secure system enables Aviva's customer teams to quickly and securely refer customers—with their consent—to our dedicated team of expert advisers. Trained to provide compassionate and professional guidance, these advisers will ensure customers receive timely, tailored support. Additionally, during quieter periods of downtime, the dedicated advisers for Aviva’s customers will take calls from the Citizens Advice national Adviceline. Training has already been provided to over 200 Aviva staff to ensure they understand when and how to make effective referrals. Aviva aims to roll this out further to all its customer facing teams to make the service as effective as possible.
Martin Lord, Consortium Director of Citizens Advice Essex, commented:
"We are very excited to collaborate with our national association and Aviva on this ground-breaking service. This partnership reflects a shared commitment to innovation and delivering exceptional customer care. Together, we are not only supporting individuals across England and Wales, but also creating meaningful career opportunities for our local communities."
Claudine Blamey, Chief Sustainability Officer, Aviva, said:
“We’re proud to see our partnership with Citizens Advice go from strength to strength and offer even better support to vulnerable customers. We’ve been helping our customers get ready for the future for over 325 years. From helping them prepare for retirement to being there when they face financial and health shocks - we know that building long-term financial resilience is key to creating stronger communities. By partnering with Citizens Advice, we can have a greater impact and better serve vulnerable customersfacing financial difficulty.”
About Citizens Advice Essex
Citizens Advice Essex is a consortium of nine local Citizens Advice offices serving the greater Essex region, including Southend and Thurrock. The consortium comprises over 180 staff and 600 volunteers, providing expert advice to more than 50,000 clients annually.
Citizens Advice Essex is known for its innovative and impactful initiatives, including the Warm Homes Essex project, which successfully alleviated fuel poverty for thousands of households. The new Aviva partnership demonstrates the consortium's capacity to deliver large-scale, transformative services that benefit individuals and communities.
Key Features of the Aviva Referral Service
•Nationwide Reach: Providing expert, personalised advice to Aviva customers across England and Wales.
•Advanced Efficiency: Utilising cutting-edge technologies to enhance service delivery while preserving quality.
•Economic Impact: Generating new adviser and support roles within the Citizens Advice Essex network, contributing to local employment.
Citizens Advice Essex and their network partners will be actively recruiting for various roles to support the new service in 2025. This provides a unique opportunity for individuals passionate about making a positive difference in their communities to join our organisatio