Customer Service Advisor – Breakdown Cover Sales & Retention

About the role

Aviva is recruiting a Customer Service Advisor for its Green Flag Rescue team, a fast-paced, commercially focused role combining sales and retention with excellent customer service. The main point of contact for callers buying new breakdown cover, discussing renewals, requesting policy changes or considering leaving, the role is permanent, 37.5 hours per week on a rotational basis.

Key responsibilities

• Act as the main contact for new and existing customers calling about breakdown cover, renewals, policy changes or leaving.
• Drive sales and retention by exploring needs, handling objections, highlighting the value of Green Flag and matching customers with the right cover.
• Deliver clear guidance and reassurance on routine enquiries while keeping a commercial focus.
• Capture customer details, process new sales, apply policy upgrades and manage retentions and cancellations across multiple systems in line with industry standards.
• Work with the team to meet and exceed sales, retention and quality targets.

Required profile

• Demonstrable sales experience preferred, with a confident, persuasive and professional telephone manner.
• Strong objection-handling and retention skills, turning challenging conversations into positive outcomes.
• Active listening and questioning to identify needs and cross-sell opportunities.
• Ability to thrive in a fast-paced, target-driven environment with attention to detail.

Required skills

• Good IT skills, using multiple systems and applications at once to handle calls and log policy changes.

What we offer

• Starting salary between £28,800 and £31,767 depending on skills, experience and qualifications.
• Bonus opportunity of 6% of annual salary.
• Pension scheme where Aviva matches contributions (e.g. 14% added to 8%).
• 25 days' holiday plus bank holidays, with the option to buy or sell up to 5 extra days.
• Private medical benefit funded by Aviva, up to 40% discount on Aviva products and up to £1,200 of free shares per year.
• Parental and carer's leave, flexible benefits and volunteering days.