Daniel's story: Helping customers through life’s big moves
Working in the Lifetime Mortgages team, I chat with customers every day who are in the middle of something big - moving home while holding a lifetime mortgage with us. It’s a huge step and often comes with a lot of questions and uncertainty. That’s where I come in - to help make things clearer and a little less stressful.
My day job
My day-to-day is pretty varied. I speak directly with customers to explain how moving affects their policy, and I also work closely with solicitors to keep everything on track. Behind the scenes, I’m reviewing valuation reports, helping with legal documents, and supporting my team wherever I can.
Helping others to better support our customers
As a coach, I help my colleagues grow into their roles. Whether that’s by reviewing calls, creating training materials, or accrediting them on key tasks.
What makes this work meaningful is knowing that we’re helping people achieve their goals. This could be downsizing, relocating to be closer to family, or simply starting a new chapter. I’m proud to be part of that journey.
Daniel is a Customer Service expert, Insurance, Wealth & Retirement at Aviva
