Telephony Team Manager – Retirement Planning

Starting salary between £35,000 - £50,000

The Telephony Team Manager – Retirement Planning role is an exciting role which plays an integral part in the Advice Journey. Leading a team supporting both existing and new clients to Aviva, our aim is to improve customer acquisition, retention, and conversion along the advice journey.

The successful candidate will become part of Customer Wealth Engagement (CWE), an exciting new team formed in 2023 in the Wealth & Advice space, with the aim of helping customers to understand the benefits that financial advice in the arenas of Retirement Planning and Equity Release.

This will be achieved through building relationships with potential clients, nurturing the relationship to fully understand the customer and supporting their retirement plans through the benefits of financial advice, through the right channel of full advice, guided advice, or a direct offering. They will also support finding ways of improving the conversion rate whilst ensuing we maintain good customer outcomes.

A bit about the job:

The successful candidate will be responsible for upskilling and improving lead conversion across the team, along with building a better understanding of the customer’s needs. To enable the team to engage with customers and assist in what is the next best action to help the customer on their journey into the Advice service, or elsewhere across Aviva. You will be responsible for team management, including performance management, coaching and development. You will be confident to manage the process with customers, ensuring that the team are capturing the appropriate information to establish customer needs, objectives, and motivation for advice.

The Team Manager will support the Senior Manager and work with the Coaching & Performance Manager to ensure conduct risk policies and effective risk management processes and controls are adhered to by the team and oversee data gathering and cleansing to assist production of key MI reports.

Skills and experience we’re looking for:

• Experience of people management and coaching.

• Analytical and able to dissect key learnings from large datasets.

• Must work to high quality standard and demonstrate strong ethics.

• Understanding and awareness of the advice market and how the products and services offered.

• Awareness of operational and regulatory risk, which may impact on the business.

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 £35,000 - £50,000 (depending on skills, experience, and qualifications).

• Bonus opportunity - 10% of annual salary. Actual amount depends on your performance and Aviva’s.

• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.

• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days.

• 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 people with diverse backgrounds and experiences.

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you’re in a job share just apply as a pair.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working –spending around 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

We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Matthew Drew a call on 0121 234 7664 or send an email to matthew.drew@aviva.com.