Description
This is a great job for someone who thrives in a fast-paced environment, combining a sharp focus on sales and retentions with outstanding customer service. Whether you have previous contact centre experience or a strong background in customer engagement, this role could be a great fit. We're looking for persuasive communicators who excel at identifying sales opportunities, saving expiring policies through tailored retention conversations, and delivering a brilliant service experience that keeps our customers protected and satisfied.
Responsibilities:
- Be the main point of contact for new and existing customers calling to buy new breakdown cover, discuss renewals, request policy changes, or discuss leaving us.
- Drive sales and retain customers by exploring their needs, handling objections confidently, highlighting the value of Green Flag, and matching them with the right level of cover.
- Deliver exceptional service, providing clear guidance and reassurance during routine customer enquiries while maintaining a commercially focused mindset.
- Accurately capture customer details, process new sales, apply policy upgrades, and manage retentions and cancellations across multiple systems compliant with industry standards.
- Work collaboratively within a growing, high-performing Green Flag Rescue team to consistently meet and exceed sales, retention, and quality performance targets.
Working Hours: This is a permanent role, working 37.5 hours per week on a rotational shift basis, covering the following hours:
- Monday to Friday: 8:00am - 9:00pm
- Saturday: 9:00am - 6:00pm
- Sunday: 9:00am - 5:00pm
Skills and experience we're looking for:
- Demonstrable sales experience (preferred) with a confident, persuasive, and professional telephone manner.
- Strong objection-handling and retention skills, with the ability to turn challenging conversations into positive customer outcomes.
- Excellent active listening and questioning techniques to identify underlying needs, uncover cross-sell opportunities, and recommend tailored cover solutions.
- Ability to thrive in a fast-paced, target-driven environment while maintaining close attention to detail and high service standards.
- Good IT skills, with confidence using multiple systems and applications simultaneously to handle calls and log policy changes efficiently.
Benefits:
- Starting salary between £28,600 and £31,767 (depending on skills, experience and qualifications)
- Bonus opportunity of 6% of annual salary (actual amount depends on your performance and Aviva's)
- Generous pension scheme, for example if you put in 8%, Aviva adds 14%
- 25 days' holiday plus bank holidays, with the option to buy or sell up to 5 additional days
- Aviva-funded Private Medical Benefit to help you get expert support when you need it
- Up to 40% discount on Aviva products, plus access to retailer discounts
- Up to £1,200 of free Aviva shares per year through our Matching Share Plan and the opportunity to participate in 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
- Be part of our Aviva Communities and use your 3 paid volunteering days to help others
- A wide range of wellbeing support, tools and resources