Customer Engagement Services Lead
Location: Sheffield, Norwich
Salary: circa £74,000 - £84,000
We have an exciting new opportunity for a commercially minded professional with expertise in operational resource leadership and management, business continuity, operational resilience, workflow management to join our growing Wealth & Advice Division. As a Customer Engagement Services Lead, you will provide strategic direction and support to a team of c. 30 colleagues, including a layer of team leaders and one manager, that deliver guidance service and advice lead qualification and referral generation.
A bit about the job:

This role will ensure operational resilience, capacity planning, and performance management across two teams, each with their own team leaders, spread across Norwich, Sheffield and home-based. You will be responsible for customer service experience, business continuity, and effective risk management within your area. Your role will be line manager of the two team leaders and of an additional role, the Coaching & Performance Manager. The role involves:

• Leading and supporting the team in resource planning and performance management
• Ensuring customer service standards and business continuity are maintained.
• Managing risks and controls to keep the business within tolerance levels.
• Efficiently oversee the triaging and managing customer leads to enhance service models and cost efficiency.
• Providing leadership and strategic direction to the Customer Wealth Engagement team.
• Collaborating with key stakeholders to improve lead quality and referral processes.

Key Responsibilities:

• Generate quality referrals to our advice client, Succession Wealth.
• Support team development through coaching and performance management.
• Implement and manage digital routing capabilities for efficient lead management.
• Maintain a live dashboard to monitor team performance and customer service standards.
• Approve new sources of leads and referrals based on operational feasibility and performance targets.
• Collaborate with marketing, operations, and other stakeholders to improve lead quality and referrals.
• Influence the adoption of automated routing and triage rules.
• Work closely with the Performance Improvement Lead to ensure end-to-end lead and referral management.
• Collaborate with other customer-facing teams to streamline processes and feedback loops.
• Plan for short-term and medium-term goals to ensure business continuity and operational resilience.
• Engage and commit the wider organization and key stakeholders to deliver on business targets.

Skills and knowledge we’re looking for:

• Strong knowledge of advice and wealth propositions.
• Strong expertise in operational resource management, business continuity, and workflow management.
• Attention to detail and ability to use and interpret KPIs for decision-making.
• Familiarity with large organizations like Aviva.
• Commercial acumen to drive and articulate challenges, actions, and decisions.

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Salary around £74,000 - £84,000 - depending on skills, experience, and qualifications
• Bonus opportunity - 12% of annual salary. Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• 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 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Take a look
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Aviva is for everyone:
We’re inclusive and
welcome everyone
– we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.
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.
To find out more about working at Aviva take a look
here
We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.
We’d love it if you could submit your application online. If you require an alternative method of applying, please an email to Balazs.palcsek@aviva.com

This role will ensure operational resilience, capacity planning, and performance management across two teams, each with their own team leaders, spread across Norwich, Sheffield and home-based. You will be responsible for customer service experience, business continuity, and effective risk management within your area. Your role will be line manager of the two team leaders and of an additional role, the Coaching & Performance Manager. The role involves:

• Leading and supporting the team in resource planning and performance management
• Ensuring customer service standards and business continuity are maintained.
• Managing risks and controls to keep the business within tolerance levels.
• Efficiently oversee the triaging and managing customer leads to enhance service models and cost efficiency.
• Providing leadership and strategic direction to the Customer Wealth Engagement team.
• Collaborating with key stakeholders to improve lead quality and referral processes

Key Responsibilities:

• Generate quality referrals to our advice client, Succession Wealth.
• Support team development through coaching and performance management.
• Implement and manage digital routing capabilities for efficient lead management.
• Maintain a live dashboard to monitor team performance and customer service standards.
• Approve new sources of leads and referrals based on operational feasibility and performance targets.
• Collaborate with marketing, operations, and other stakeholders to improve lead quality and referrals.
• Influence the adoption of automated routing and triage rules.
• Work closely with the Performance Improvement Lead to ensure end-to-end lead and referral management.
• Collaborate with other customer-facing teams to streamline processes and feedback loops.
• Plan for short-term and medium-term goals to ensure business continuity and operational resilience.
• Engage and commit the wider organization and key stakeholders to deliver on business targets

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Salary around £74,000 - £84,000 - depending on skills, experience, and qualifications
• Bonus opportunity - 12% of annual salary. Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• 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 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tool