Senior Engineer - Green Flag Patrol

Aviva plc; Birmingham; On-site; GBP 40,000 - 43,000; Full time

Job summary

Aviva plc is seeking a Senior Engineer for the Green Flag Patrol to bring expert diagnostic skills to our roadside support teams. You’ll diagnose faults remotely, guide patrols and technicians, and help keep customers moving with clear, practical advice.

In this 24/7 role you’ll share knowledge, coach colleagues, and contribute to higher first-time repair rates while maintaining safety and governance across the service operation.

Qualifications

• Strong automotive diagnostic and fault-finding experience across vehicle types.
• Ability to explain complex information in simple terms.
• Experience supporting vehicle repairs and resolving issues.
• Confident to make decisions and work independently.
• Excellent communication and relationship-building for great customer outcomes.

Responsibilities

• Provide remote diagnostics and technical advice to customers, patrols and colleagues.
• Be first point of contact for patrols and roadside technicians needing support.
• Diagnose faults to improve roadside repair rates.
• Review and validate technical information for reliable guidance.
• Support complaint resolution and develop knowledge through coaching and training.
• Build relationships across Green Flag and Rescue operation while ensuring safety and governance.

Skills

Automotive diagnostics

Explain complex info

Vehicle repairs support

Independent decisions

Customer relationships

Education

NVQ Level 3 (light vehicle)

Job description

Senior Engineer – Green Flag Patrol

Salary: £40K – could go up to £43K

This is a great job for someone who...

Has strong automotive diagnostic experience and enjoys solving complex vehicle problems. You might be a roadside technician, master technician, or automotive specialist who thrives on helping others find solutions. If you enjoy sharing your expertise, supporting colleagues, and making a real difference to customers when they need us most, this could be the perfect next step.

A bit about the job

Our Automotive Technical Support team helps customers get back on the road quickly by providing expert vehicle diagnostics and advice. You'll support Green Flag patrols, roadside technicians and contact centre colleagues with complex vehicle issues, helping increase roadside repair rates and reduce unnecessary recoveries. Working as part of our technical specialist team, you'll use your expertise to diagnose faults, validate technical information, and support customer outcomes. You'll also play an important role in developing technical knowledge across the wider business through coaching, training, and technical guidance. As part of a 24/7 operation, you'll help deliver a smooth and reliable service for customers and colleagues whenever support is needed

What you'll be doing

• Support the Green Flag Phone Fix service by providing remote vehicle diagnostics and technical advice to customers, patrols and contact centre colleagues.
• Act as the first point of contact for Green Flag patrols and roadside technicians who need expert technical support.
• Use your automotive knowledge to diagnose vehicle faults, improve roadside repair rates and help keep customers moving.
• Review and validate technical information to make sure colleagues have access to accurate and reliable guidance.
• Support customer complaint resolution and help develop technical knowledge through coaching, training and technical expertise.
• Build strong relationships across Green Flag and the wider Rescue operation while ensuring compliance with risk, governance, health and safety requirements.

Skills and experience we're looking for

• Strong automotive diagnostic and fault-finding experience across a range of vehicle types.
• Excellent technical knowledge and the ability to explain complex information in a simple and practical way.
• Experience supporting vehicle repairs and resolving technical issues.
• Confidence making decisions and working independently in a fast-paced environment.
• Strong communication and relationship-building skills, with a focus on delivering great customer outcomes.

Nice to have

• Qualification in NVQ level 3 in light vehicle maintenance and repair (preferred but not essential)
• Experience in roadside assistance, recovery or rescue operations.
• Knowledge of hybrid and electric vehicle technologies.
• Experience coaching, mentoring or delivering technical training.
• Experience supporting contact centre or remote diagnostic operations.

Why join us?

You’ll be part of a team that helps customers when they need us most. Whether you're helping a customer avoid a recovery, supporting a patrol with a challenging diagnosis or sharing your expertise with colleagues, your work will have a direct impact on customer experience and operational success.

At Aviva, we'll support your development, encourage you to share your expertise, and provide opportunities to grow your career in a business that values technical excellence and collaboration.

Additional Information

Due to this being a role in scope for Insurance Distribution Directive (IDD), it is a prerequisite that you are not currently bankrupt and do not have an unspent conviction for a serious criminal offence. By applying for this role, you are certifying that you satisfy both of these requirements.

Aviva is for Everyone

We’reinclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if youdon’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.