We have permanent opportunities for candidates who have a passion for providing exceptional customer service to join our Claims Team within Aviva.

Life is full of unexpected twists and turns. But for every situation, Aviva is on hand to make things simple and keep customers protected. Joining the Aviva Claims team, you’ll have a vital role to play in a company that paid out £34.4 billion in claims and benefits last year to our customers globally.

This is a very rewarding role as we are helping our customers when they need us the most, it maybe that they have lost a loved one, or themselves have a critical or terminal illness.

Successful candidates will need a positive approach to change, have commitment and drive as well as having the desire to learn/develop using initiative, ownership, and judgment to seek the best resolution for all customer queries. Don’t worry if you have no previous Claims experience as we will give you all the training you will need to support you in your journey to learn about our products and customers.

Duties & Responsibilities:

• Managing inbound demand via telephone and email.  Acting as the first point-of-contact for customers and financial advisors, supporting and guiding them throughout their interactions with our department.

• Capable of resolving customer complaints at first point resolution.

• Proactively managing customer expectations via their preferred method of communication.

• Working competently and confidently using in-house systems.

• Seeking out opportunities to recommend improvements to processes to support efficiency and cost effectiveness, whilst enhancing the customer experience.

• Working within a regulated environment, keeping up to date with all Compliance, Regulation and Treating Customers Fairly requirements to maintain our regulatory standing, handling and recording complaints in accordance with complaints procedures and ensuring irregularities are reported and recorded immediately, to form part of monthly reporting.

Skills & Experience required:

• Previous customer service experience, either face-to-face or over the telephone.

• Experience of working within an office environment is highly desirable, although strong experience within another professional customer-facing role would be considered, i.e. retail.

• Positive attitude and passionate about meeting our customers’ demands.

• Ability to work on own initiative and make decisions in a customer-focused team environment

• Flexibility and adaptability to thrive in a fast-paced, highly demanding, constantly changing environment.

• Excellent communication skills both written and verbal.

• Strong IT skills with a working knowledge of MS Word, Outlook, and Excel.

• Strong organisation and prioritisation skills.

What will you get for this role?

• Salary of £18,500 to £22,000 depending on skills, experience, and qualifications.

• Generous defined contribution pension scheme.

• Annual performance related bonus and pay review.

• Holiday allowance of 25 days plus bank holidays and the option to buy/sell up to 5 additional days.

• Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family. (Some exclusions apply).

• Excellent range of flexible benefits to include a matching share save scheme.

Working at Aviva

At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.

We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take ownership, and who make good decisions.

The way we do this is important too, we’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.

We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.

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

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Alice Neal call on 0121 200 5926 or send an email to alice.neal@aviva.com.

*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.