New Business Team Leader

Aviva is on the lookout for a dynamic New Business Team Leader to champion customer service excellence and drive continuous improvement.

In this pivotal role, you’ll lead a high-performing team, ensuring every customer interaction delivers outstanding outcomes. With a focus on collaboration, innovation, and leadership, you’ll be the go-to expert for complex queries, a mentor to your team, and a key player in shaping smarter, more efficient ways of working.

Duties & Responsibilities:

• Coordinate a team to deliver quality customer service, resolve problems and improve ways of working, whilst ensuring compliance with internal policies and standards, regulatory requirements, and industry best practices.
• Responsible for maintaining and improving customer service levels and standards, acting as a technical point of reference for more complex queries and escalation to specialists.
• Collaborate with other teams to resolve customer concerns and improve customer experience, foster a positive and engaging work environment that promotes teamwork, collaboration, and innovation.
• Allocate work, supervise tasks and quality, evaluate, and monitor performance and provide input to employee performance evaluations, whilst providing training, technical and professional guidance, coaching, feedback, and support to optimise results.
• Stay up to date with industry trends, best practices, and regulations, maintain and provide customer service data and other management information as required, prepare reports on team performance, and contribute to projects and initiatives as required.

Skills & Experience:

• Experience of people management, ideally as Team Leader is a must.
• Experience in Insurance/Financial services is ideal, but not required.
• Proven track record of customer focus and process improvements
• APA/QFA qualification or working towards ideally, but not required.
• Experience in risk-based decision-making.

What will you get for this role?

• 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.
• Free car parking
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• Cycle to Work benefit scheme.
• TaxSaver Travel Scheme
• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family
• Employee Assistance Programme
• Volunteering days
• Professional qualification support and transparent career progression plans

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 around 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 megan.crabbe@aviva.com