Customer Service Advisor

Aviva; Leeds; On-site; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Salary with bonus

Pension

25 days holiday

Private Medical Benefit

Staff discounts

Share plan

Volunteering days

Wellbeing support

Job summary

Aviva is seeking a Customer Service Advisor for Green Flag Rescue in the UK. The role focuses on turning calls into sales, managing renewals and policy changes, and delivering outstanding service to keep customers protected.

The position is 37.5 hours weekly, with a rotating shift pattern including weekdays and weekends. A strong sales mindset and excellent communication are essential, with a comprehensive benefits package offered.

Qualifications

• Demonstrated sales experience is preferred.
• Strong objection-handling and retention skills.
• Excellent active listening and questioning techniques.
• Ability to thrive in a fast-paced, target-driven environment.
• Good IT skills with confidence using multiple systems.

Responsibilities

• Be the main point of contact for new and existing customers calling to buy new breakdown cover, discuss renewals, request policy changes, or discuss leaving us.
• Drive sales and retain customers by exploring needs, handling objections, and matching cover.
• Deliver exceptional service with clear guidance and reassurance during routine enquiries.

Skills

Sales experience

Objection handling

Active listening

Fast-paced environment

IT skills

Job description

Customer Service Advisor - Green Flag Rescue

Salary: £28,600 - £31,767

This is a great job for someone who thrives in a fast-paced environment, combining a sharp focus on sales and retentions with outstanding customer service. Whether you have previous contact centre experience or a strong background in customer engagement, this role could be a great fit. We're looking for persuasive communicators who excel at identifying sales opportunities, saving expiring policies through tailored retention conversations, and delivering a brilliant service experience that keeps our customers protected and satisfied.

A bit about the job:

• Be the main point of contact for new and existing customers calling to buy new breakdown cover, discuss renewals, request policy changes, or discuss leaving us.
• Drive sales and retain customers by exploring their needs, handling objections confidently, highlighting the value of Green Flag, and matching them with the right level of cover.
• Deliver exceptional service, providing clear guidance and reassurance during routine customer enquiries while maintaining a commercially focused mindset.
• Accurately capture customer details, process new sales, apply policy upgrades, and manage retentions and cancellations across multiple systems compliant with industry standards.
• Work collaboratively within a growing, high-performing Green Flag Rescue team to consistently meet and exceed sales, retention, and quality performance targets.

Working Hours:

This is a permanent role, working 37.5 hours per week on a rotational shift basis, covering the following hours:

• Monday to Friday: 8:00am - 9:00pm
• Saturday: 9:00am - 6:00pm
• Sunday: 9:00am - 5:00pm

Skills and experience we're looking for:

• Demonstrable sales experience (preferred) with a confident, persuasive, and professional telephone manner.
• Strong objection-handling and retention skills, with the ability to turn challenging conversations into positive customer outcomes.
• Excellent active listening and questioning techniques to identify underlying needs, uncover cross-sell opportunities, and recommend tailored cover solutions.
• Ability to thrive in a fast-paced, target-driven environment while maintaining close attention to detail and high service standards.
• Good IT skills, with confidence using multiple systems and applications simultaneously to handle calls and log policy changes efficiently.

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.

• Starting salary between £28,800 and £31,767 (depending on skills, experience and qualifications)
• Bonus opportunity of 6% of annual salary (actual amount depends on your performance and Aviva's)
• Generous pension scheme, for example if you put in 8%, Aviva adds 14%
• 25 days' holiday plus bank holidays, with the option to buy or sell up to 5 additional days
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• Up to 40% discount on Aviva products, plus access to retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and the opportunity to participate in 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
• Be part of our Aviva Communities and use your 3 paid volunteering days to help others
• A wide range of wellbeing support, tools and resources

Aviva is for everyone:

We're inclusive and welcome everyone. We want applications from people with diverse backgrounds, experiences and perspectives. Excited but not sure you tick every box? We'd still encourage you to apply.

We also consider all forms of flexible working, including part-time and job share arrangements.

We flex locations, hours and working patterns to suit our customers, business and you. Most of our people are smart working, spending at least 50% of their time in our offices every week, combining the benefits of flexibility with time spent together with colleagues.

We'd love it if you could submit your application online. If you require an alternative method of applying or have any queries regarding the vacancy, please contact [e-mail]