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Customer Experience Team Leader

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Aviva

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Dublin
  • Quick Apply

AI generated summary

  • You should have QFA or be working towards it, strong knowledge of life and pensions, excellent communication and problem-solving skills, and a passion for customer service.
  • You will manage daily operations, set performance standards, ensure regulatory compliance, coach team members, enhance customer focus, streamline procedures, and maintain a positive team environment.

Requirements

  • QFA or working towards
  • Broad knowledge and experience in the life and pensions industry and knowledge of our current products, the business processes/products and platforms/systems is preferred
  • Consistently demonstrate Aviva’s values and behaviours
  • Understanding of the risks facing our business, and ability to call out risks and work to ensure relevant controls are in place where gaps are identified.
  • Excellent verbal and written communication skills
  • Strong problem solving skills
  • Ability to quickly build positive relationships at all levels
  • Good planning and time management skills
  • High energy and passion for customer service and delivery
  • Ability to work under pressure and meet deadlines in a fast paced environment

Responsibilities

  • Managing the daily running of customer service centre, recruitment, organising sufficient staffing to deal with customer demand
  • Setting and meeting performance standards to ensure excellent customer service on telephone and email queries from customers
  • Ensure all mandatory regulatory training and requirements are met by the team within the required timelines and embedding a strong focus and awareness of risk management across the team
  • Manage performance and development plans for each team member ensuring any training gaps are covered. Identifying training needs through call and email quality and working closely with the trainer on this
  • Coach and motivate the team to consistently perform at a high level by facilitating meaningful 1-2-1 feedback sessions including monthly sessions and yearly performance reviews
  • Drive a strong customer focus through the team by leading by example, ensuring that the customer is at the heart of all your decisions
  • Liaise with other team leads and managers in the business to develop strong relationships and improve efficiency across teams in Customer Experience Department
  • Improve the customer experience by embedding an environment of first point resolution and ownership in the team
  • Identify any procedures within the business that can be simplified for the benefit of the customer while ensuring that any new changes are rolled out to the team and implemented
  • Focus on initiatives to maintain a positive team environment
  • Govern the logging of errors, complaints and other risk events and ensure the team is compliant in this.

FAQs

What type of contract is this position offering?

This position is a 12 Month Fixed Term Contract.

Where is the job located?

The job is based on-site in our Cherrywood office, Dublin 18.

What are the working hours for this role?

The working hours vary but are generally aligned with the requirements of the Contact Centre and may involve managing a mix of in-office and remote work.

Are there opportunities for professional development?

Yes, the company provides professional qualification support and transparent career progression plans.

Is there a focus on diversity and inclusion at Aviva?

Yes, Aviva has diversity and inclusion policies and initiatives that aim to create an environment where everyone feels welcome and valued.

What qualifications are preferred for this position?

A QFA or working towards it is preferred, along with broad knowledge and experience in the life and pensions industry.

How many days of holiday are offered?

Employees receive a holiday allowance of 25 days plus bank holidays, with the option to buy/sell up to 5 additional days.

What benefits are provided for health insurance?

Aviva offers generous health and dental insurance contributions after six months of employment.

Is there a bonus structure associated with this role?

Yes, there is an annual performance-related bonus along with regular pay reviews.

What type of environment does the Contact Centre aim to provide?

The Contact Centre works to embed an environment of first point resolution and ownership, ensuring a strong focus on customer service.

Aviva

Finance
Industry
10,001+
Employees
2000
Founded Year

Mission & Purpose

Aviva is nothing without our people. Living up to our purpose to be with you today for a better tomorrow applies to those we work with just as much as it does to our customers. We want Aviva to be a place where people can be themselves, and we want our workforce to reflect the customers and communities we serve. This means offering market-leading benefits and challenging ourselves to do more to build a workplace – and society – that works for all. It takes you. It takes Aviva.