Job Title: Capacity Manager for Customer Experience
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Due to growth, Aviva has a new and exciting role in our Life & Pensions business.
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This role will report directly into our Head of Operations for our Customer Experience Solution.
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The Capacity Manager for Customer Experience is responsible for ensuring that Aviva's customer service operations are adequately staffed and resourced to meet customer demand.
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This will involve forecasting, planning, and managing capacity to optimize customer experience and operational efficiency.
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The successful individual will also need to have a key focus of continuous improvement, seeing opportunities for process improvements and best practice, while ensuring all activities align with Aviva's policies, industry regulations, and legal requirements from a compliance and risk management point of view.
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Duties & Responsibilities:
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* Develop and maintain capacity plans to ensure that customer service teams are appropriately staffed to handle customer inquiries and issues.
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* Analyse historical data and trends to forecast future customer demand and adjust capacity plans accordingly.
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* Support resource fluidity and allocation of resources effectively to meet service level agreements (SLAs) and ensure a high level of customer satisfaction.
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* Monitor and report on key performance indicators related to capacity and customer experience, and implement improvement plans as needed.
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* Work closely with internal stakeholders, including customer service, operations, and our people teams, to align capacity planning with business objectives.
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Skills and Experience:
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* Previous experience in leading large operations teams, capacity management, workforce planning, or a related field.
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* Strong analytical and forecasting skills along with problem-solving and decision-making abilities
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* Excellent communication and social skills
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* Ability to work with large datasets and perform complex analyses
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* Knowledge of customer experience and capacity management best practices
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* Proactive with ability to work well in collaborative environment
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What you'll get:
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* Competitive market leading salary depending on skills, experience, and qualifications.
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* Generous pension (employee contribution matching of up to 14% if you contribute 8%)
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* Annual performance related bonus and pay review
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* Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days.
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* Free car parking
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* Generous Health & dental insurance contributions after six months
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* Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
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* Cycle to Work benefit scheme.
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* TaxSaver Travel Scheme
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* Family friendly parents (matching paternity and maternity leave) and carers leave.
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* Up to 40% discount for some Aviva products plus discounts for Friends and Family
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* Employee Assistance Programme
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* Volunteering days
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* Professional qualification support and transparent career progression plans
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* Aviva is for Everyone
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* Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities.
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* We flex locations, hours and working patterns to suit our customers, business, and you.
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* 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.
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