Service and Scheduling Lead

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

Benefits offered by this job

Bonus opportunity 10%

Generous pension scheme

29 days holiday plus bank holidays

Private Medical Benefit

Discount on Aviva products

Matching Share Plan

Save As You Earn scheme

Parental and carer’s leave

Flexible benefits and sustainability (

Cycle to work

Paid volunteering days

Wellbeing support

Job summary

Aviva plc in the United Kingdom is seeking a Service and Scheduling Lead to drive workforce planning and scheduling across Retail and Partner Operations. You will lead a combined team of about 9 specialists across Scheduling and Real-Time Service Delivery, delivering high-quality insights, reporting and operational support to align with business priorities.

The role emphasizes turning data into recommendations, influencing senior stakeholders, and owning service delivery improvements with a

Qualifications

• 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.

Responsibilities

• Lead combined team of around 9 specialists across Scheduling and Real-Time Service Delivery, ensuring high-quality insight, reporting, and operational support.
• Accountable for optimizing resource planning and advancing real-time service performance.
• Influence decisions that directly impact customer experience, performance and future planning.

Skills

Workforce management

Scheduling

Data analysis

Stakeholder management

Leadership

Workflow optimization

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

These roles exists to ensure our Service andScheduling teams acrossboth Retail and Partner Operations are fully aligned to business priorities, customer demand, and future capability needs.You’ll each lead a combined team of around 9 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 directly impact customer experience, performance 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

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.