Customer Value Lead

We're looking for a passionate and experienced leader to guide our Contact Centre teams in delivering exceptional customer experiences while achieving sales, retention, and service goals.

You'll play a vital role in creating a supportive, inclusive environment where colleagues can thrive, develop their skills, and reach their full potential. Through effective coaching, data-driven decision-making, and performance management, you'll help enhance customer outcomes while ensuring high standards of operational performance and compliance.

Duties & Responsibilities

• Lead, coach and develop Team Leaders and Agents to deliver sales, retention, customer service and quality targets.

• Build a high-performance culture through effective coaching, performance management, succession planning and colleague development.

• Use performance data and management information to identify opportunities, improve productivity and deliver better customer and business outcomes.

• Support the delivery of excellent customer experiences by overseeing the resolution of escalated customer issues and promoting a customer-first mindset.

• Ensure compliance with regulatory requirements, company policies and operational standards while driving continuous improvement across the function.

Skills & Experience

• Experience within a contact centre environment, with the ability to build strong relationships and influence stakeholders at different levels of the organisation.

• Proven track record of improving contact centre performance and delivering measurable results across sales, renewals, retention and customer service KPIs.

• Experience leading through others, including coaching and developing Team Leaders to build capability, confidence and performance.

• Strong coaching and performance management skills, with the ability to embed best practice and support teams through change and continuous improvement journeys.

• APA or CIP qualification is desirable.

Fitness and Probity 

This is a Regulated Role and will be subject to enhanced pre-employment screening procedures. There will be an on-going requirement for the role holder to maintain fit and proper status.

What will you get for this role?

The work you do at Aviva will make a real difference to our customers. We will recognise your contributions and reward you. From competitive salaries to generous pension contributions and paid paternity leave; take a look through some of our employee benefits!

The expected pay range for this role will fall between €55,000 and €65,000 and salary offered will commensurate with candidate's level of skills and experience.

• 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 29 days plus bank holidays, and the option to buy/sell up to 5 additional days.

• Generous Health & dental insurance contributions.

• 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.

• We’re deeply invested in our people,  our total reward package has so much to offer.

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 kate.ohara@aviva.com