Customer Quality Consultant

Description:

A fantastic opportunity has arisen, within the Digital Trading Team based in Perth for a Customer Quality Consultant.
We are looking for individuals who are driven, assertive and self-assured, with strong coaching skills and are passionate about their customers.

The purpose of this role is to deliver quality of service within the Digital Trading Teams, to serve our purpose and align with our Customer Principles, whilst actively embedding customer principles and contributing to the delivery of team and wider business goals.
You will also be required to understand demand in the teams, proactively identifying ways to improve the system and support Customer and Underwriting Managers with improvement initiatives.

A bit about the job:
Day to day you will be completing team QA reviews within appropriate timescales, providing feedback, coaching and training, as identified - leading training sessions and compiling relevant training material. You will also be responsible for collating & producing MI to track performance and identify development opportunities and partner with key internal stakeholders to build action plans that remediate gaps, focussing on customer journey and identifying waste in our system as well as potential improvements.
The successful candidate will be expected to take ownership, be open, honest and able to challenge for the good of the customer, ensuring our customers receive a good outcome however they interact with us.
 

• Understands our purpose and adheres to the principles we operate to, ensuring the customer is at the heart of everything we do.
• Understands Aviva's key business goals, and how their role contributes to them.
• Good level of skill using Excel & Powerpoint.
• Understands what matters to the customer/broker and how that fits with our values, plan and strategy.
• Aware of our overall operational performance and contributes to overall strategy and plan for achievement.