We have a fantastic opportunity for an ambitious and enthusiastic individual to join our dynamic and fast paced team in our Direct Galway Call Centre (General Insurance). You will be responsible for leading your team to deliver what matters to the customer in an efficient and effective manner, whilst working to deliver our business goals. You will provide support and coaching to build capability and develop your team to be customer service experts whilst supporting their career ambitions. We are here to serve our customers and ensure they receive an excellent customer experience at every interaction. This is a full-time, SMART working, permanent role in a fast moving and exciting part of the Aviva Business. Duties & Responsibilities Team care and wellbeing. Manage and develop team members through training, coaching, performance management process, goal-setting and effective timely feedback, giving guidance to help improve performance. Keeping your team motivated to consistently deliver an excellent service and driving KPIs. Effectively communicate with your team through huddles and team meetings to ensure team members receive feedback on performance including 121 sessions, team sessions and wider business performance updates. Facilitate group discussions that help your team increase their knowledge of our business and understanding of what we do and how it helps us reach our business and customer goals. Be required to assist your team with potential complaint escalations by supporting, developing, and guiding the agent in how to help the customer. As part of the role, you may be required to engage directly with the customer to provide assistance and help resolve and adjudicate on a complaint prior to the complaints team’s intervention Adherence to our risk and compliance framework and MCC requirements. Share experience, knowledge, and best practice across with your team and other business units in order to strengthen our teams and business performance Support the development and implementing of action plans to increase employee satisfaction. Skills & Experience required The successful candidate will have: Excellent customer service skills and be passionate about delivering our customers an exceptional service. Maintain positive and effective communication with internal and external customers to provide a service that exceeds customers’ expectations, with a focus on contact reduction / first contact resolution Excellent product and internal process knowledge, A working knowledge of the business operations, Strong leadership and communication skills and the ability to motivate and lead your team, Positive attitude to change and open to learn, Interpersonal skills and ability to resolve conflicts, Excellent time management, flexibility and be able to act on priorities to support delivery of our plan This role is within the scope of the Central Bank of Ireland’s Minimum Competency Code and the holder of the role is required to have or be working towards one of the following qualifications: Certified Insurance Practitioner (CIP) Associate or Fellow of the Chartered Insurance Institute (ACII) Accredited Product Adviser (APA) What will you get for this role? A competitive salary depending on location, skills, experience and qualifications Generous defined contribution pension scheme 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 Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family (some exclusions apply) Excellent range of flexible benefits to include a matching share save scheme Additional Information One of Aviva’s core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies. 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 prefer all applications to be submitted online, however if you require an alternative method of applying, please contact Manisha Dinesh in the Resourcing team on 0121 234 7619 and manisha.dinesh@aviva.com