Sales & Retention Specialist: Customer Support

Aviva; Glasgow; On-site; GBP 21,000 - 25,000; Full time

Job summary

Aviva in Glasgow is recruiting a customer service driven contact centre agent to handle inbound calls for breakdown cover, renewals and policy changes, and to discuss leaving us where appropriate.

You will drive sales and retention by understanding customer needs, overcoming objections, and recommending the right level of cover while delivering a confident, reassuring service. The role requires 37.5 hours per week on a rotational schedule.

Qualifications

• Sales experience preferred and able to discuss renewals and policy changes.
• Excellent active listening and questioning to uncover needs.
• Strong objection handling and retention capabilities.
• Good IT skills managing multiple systems while logging changes.

Responsibilities

• Be the main point of contact for customers buying breakdown cover, renewals, policy changes, or leaving us.
• Drive sales and retain customers by exploring needs and matching cover levels.
• Deliver exceptional service with clear guidance and reassurance during routine inquiries.
• Accurately capture customer details and process sales, upgrades, and cancellations across systems.
• Work with the Green Flag Rescue team to meet or exceed sales, retention, and quality targets.
• Rotational shift hours; 37.5 hours per week.

Skills

Sales

Customer service

Active listening

Objection handling

Retention skills

IT systems

Tools

CRM systems

Job description

Aviva in Glasgow is recruiting a customer service driven contact centre agent to handle inbound calls for breakdown cover, renewals and policy changes, and to discuss leaving us where appropriate.

You will drive sales and retention by understanding customer needs, overcoming objections, and recommending the right level of cover while delivering a confident, reassuring service. The role requires 37.5 hours per week on a rotational schedule.