We are currently seeking a Voice and Contact Centre Service Owner to be a part of our pioneering team!

At Aviva, we’re people with a purpose - with you today, for a better tomorrow.  We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions. 

Great customer experience drives business results and customer loyalty. The customer contact platform is a critical service to Aviva and our customers providing a range of omni-channel interaction methods that deliver a seamless experience. 

The purpose of the role is to create capability within Aviva to utilise and service manage newly deployed cloud based omni-channel technology. You should be familiar with working in a large and complex organisation with outsourced service providers, be skilled at service ownership/management and building positive relationships across the business.  This role is ideally suited to an individual with experience of both architecture and operations who is focussed on driving technology evolution and maintain operational excellence.

Responsibilities within the role:

• Lead in the troubleshooting of Contact Centre based issues, being able to clearly analyse the problem at hand while interfacing with stakeholder to organise and control incident response

• Support collaboration with various business partners, project managers, technology vendors to drive performance of platform and platform roadmap delivering change

• Regularly attend supplier service meetings and liaise with CIO, Service Management, and other business stakeholders

• Build positive relationships throughout Aviva Operations and Services and other areas of the business is vital for this role

• Support risk and business controls with related content

• Drive continual service improvement (CSI) across voice and contact centre service lines

• Operational governance support, including out of hours/on call rota support

• High degree of agility, resourcefulness, influence, execution, and the desire to reinvent/challenge

Skills and experience required:

• Strong technical experience of the following disciplines is highly desirable: omni-channel services such as voice, call recording, speech analytics, work force management, chat, chat bot and reporting (e.g. Five9, Verint, general voice and telephony services)

• Proven experience of working in large scale, complex outsourced Voice and/or managed IT environments

• Excellent relationship management and communication skills – ability to build credible relationship with stake holders and the wider business

• Exceptional organisational and time management skills

• Experience of working within the ITIL® service framework

What will you get for this role?

• Salary up to £60,000 depending on location, skills, experience, and qualifications

• A generous defined contribution pension scheme

• Annual performance related bonus and pay review

• A holiday allowance of 29 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

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.

We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.

The way we do this is important too. We’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.

We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

We interview every disabled applicant* that meets the minimum criteria for the job. Once you’ve applied, please send us a separate email stating that you have a disclosed disability, and we’ll make sure we interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Lacey Lane Mckoy a call on 0207 255 0884 or send an email to lacey.lane-mckoy@aviva.com

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.