Service and Scheduling Lead

Aviva; Norwich; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Pension scheme

20-29 days holidays (plus bank)

Private medical benefit

Employee discounts

Share save plan

Job summary

Aviva is seeking a Service and Scheduling Lead to oversee scheduling and real-time service delivery across Retail and Partner Operations. The role focuses on aligning workforce planning with business priorities and customer demand, leading a 27‑person team, and delivering high-quality insights and operational support.

You will influence decisions impacting performance, customer experience, and future planning while managing a fast-paced, cross-functional environment and flexibility in location

Qualifications

• Experience in workforce management or scheduling within a contact centre environment.
• Advanced analytical capability to interpret complex datasets and translate insight into recommendations.
• Excellent communication and stakeholder engagement skills, able to influence senior levels.

Responsibilities

• Lead a combined team of 27 specialists across Scheduling and Real-Time Service Delivery.
• Ensure high-quality insight, reporting, and operational support.
• Accountable for optimising resource planning and advancing real-time service performance.

Skills

Workforce management

Scheduling in contact centre

Data analysis

Stakeholder engagement

Leadership and coaching

Tools

Verint

NICE

Nuance

Qlik

Five9

Job description

Service and Scheduling Lead

Salary between £40,000 - £50,000 (depending on location, skills, and experience)

Location – Perth, Glasgow, Norwich

This isa great jobfor someone who thrives in a fast‑paced operational environment, enjoys leading expert teams, and is motivated by improving customer and colleague experiences.You’llsuit this role if you have strong experience in workforce planning or contact centre scheduling, love using data to solve problems, and are excited about developing people and shaping future capability. This role is ideal for someone ready to take ownership of both service delivery andScheduling, with a passion for continuous improvement.

A bit about the job

This role exists to ensure our Serviceteam for Partner Ops andScheduling teams acrossbothRetail and Partner Operations are fully aligned to business priorities, customer demand, and future capability needs.You’lllead a combined team of 27 specialists across SchedulingandReal-Time Service Delivery, ensuring weprovidehigh‑quality insight, reporting, and operational support. You will be accountable for optimising resource planningandadvancing real‑time service performance. Working closely with operational leaders and SLTs,you’llinfluence decisions that directlyimpactperformance, customer experience, and future planning.

Skills and experiencewe’relooking for

• Strong experience in workforce management or scheduling within a contact centre environment, withproficiencyin systems such as Verint, NICE, Nuance, Qlik or Five9.
• Advanced analytical capability with the ability to interpret complex datasets and translate insight into meaningful recommendations.
• Excellent communication and stakeholder engagement skills, able to convey complex ideas clearly and influence at senior levels.
• Proven leadership experience, with the ability to coach, develop and motivate teams in a dynamic and changing environment.
• Ability to plan, prioritise and manage workflows effectively while driving continuous improvement in processes, technology, and customer journeys.

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 £40,000 - £50,000(depending on location, skills, experience, and qualifications)
• Bonus opportunity - 10% (D grade) of annual salary, (actual amount depends on your performance and Aviva’s.)
• Generouspensionscheme e.g. if you put in 8%, Aviva adds 14%
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• 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 to learn more.Put a salary into this calculator to see what your total Aviva Reward could be.

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 at least 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