Service and Scheduling Lead

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

Benefits offered by this job

Bonus 10%

Pension scheme

Holiday 29 days

Private Medical Benefit

Share plan

Save As You Earn

Parental and carer’s leave

Flexible benefits

Volunteer days

Wellbeing support

Cycle to work

Job summary

Aviva is hiring for a senior scheduling and workforce planning role in the UK. You will lead a team of 27 specialists across Scheduling and Real-Time Service Delivery, aligning resources with business priorities and demand. You’ll influence decisions that improve performance and customer experiences.

The role emphasizes data insight, reporting, and continuous improvement across operations. You’ll work in a flexible hybrid model, with generous benefits and opportunities to develop people and

Qualifications

• Experience in workforce management or scheduling within a contact centre.
• Strong ability to interpret datasets and translate insights into recommendations.
• Excellent communication and stakeholder engagement; senior level influence.
• Proven leadership experience; coaching and team development.
• Ability to prioritise, plan and drive continuous improvement in processes.

Responsibilities

• Lead a combined team of specialists across Scheduling and Real-Time Service Delivery.
• Optimise resource planning and advance real-time service performance.
• Influence decisions with operational leaders and SLTs to improve customer experience.

Skills

Workforce management

Scheduling in contact centre

Analytical thinking

Communication

Leadership

Workflow planning

Tools

Verint

NICE

Nuance

Qlik

Five9

Job description

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

This is a great job for someone who thrives in a fast‑paced operational environment, enjoys leading expert teams, and is motivated by improving customer and colleague experiences. You’ll suit 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 and Scheduling, with a passion for continuous improvement.

A bit about the job

This role exists to ensure our Service team for Partner Ops and Scheduling teams across both Retail and Partner Operations are fully aligned to business priorities, customer demand, and future capability needs. You’ll lead a combined team of 27 specialists across Scheduling and Real-Time Service Delivery, ensuring we provide high‑quality insight, reporting, and operational support. You will be accountable for optimising resource planning and advancing real‑time service performance. Working closely with operational leaders and SLTs, you’ll influence decisions that directly impact performance, customer experience, and future planning.

Skills and experience we’re looking for

• Strong experience in workforce management or scheduling within a contact centre environment, with proficiency in 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.)
• Generous pension scheme 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

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