Claims Handler - Full-time or Part-time working

Perth and Kinross
Starting salary of £17,000 potential to increase to £22,000 (+ benefits)
25 Oct 2019
25 Nov 2019
Contract Type

We are recruiting both Full Time and Part Time positions. If you are interested in working with us part time, please be aware that as part of your training you would be required to commit to full time hours for 12 weeks.

Working Hours: Shift patterns covering the hours of 8am-9pm Monday to Friday and some weekends including Saturdays & Sundays. Average of 35 hours p/week. You will be required to be flexible with these hours as shifts for this role are on a rota basis. We are also open on Bank Holidays

The Role:

Are you looking for a challenge in a unique service centre environment where customer is key, and we measure ourselves against our values not targets?

 Can you help guide our customers at a time they need us?

 Can you get to their real need and help us deliver a personable customer experience?

Do you enjoy working on a wide range of tasks and working in a supportive environment?

We have exciting opportunities for Claims Handlers to join us in our offices based in Pitheavlis. 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 our Claims Team, you will have a vital role to play. Here within our Claims department, every one of our people is a great talker, listener, investigator, letter-writer and decision maker. Our Claims Handlers investigate insurance claims with the maximum efficiency and minimum fuss, in an attractive environment.

Our Perth office is bursting with opportunities for the right like-minded person. You don’t need previous industry experience, as a full training programme will help you to learn about our products and customers. We encourage applications from everyone who wants to help us achieve our purpose of supporting our customers insurance needs.

If this is you and you like the look of the team, then click to apply for a place on one of our assessment days in Perth.

Duties & Responsibilities:

You’ll deal with inbound calls, from customers, brokers, policy holders & suppliers, make follow up calls to customers and internal departments where necessary and build rapport with each customer. You’ll understand their needs through conversational questioning skills, taking ownership and resolving each situation to meet our customer’s needs.

Unlike a call centre where you are continually taking inbound calls, in this role you’ll follow up on the claim which may involve dealing with Third Parties, negotiating settlements as well as taking calls from customers looking to make a claim.

You'll talk and listen calmly to our customers, knowing just the right questions to ask to obtain relevant information to assist you in processing their claim. You'll enjoy taking personal responsibility for your own workload, continually reorganising and prioritising to ensure you deliver great service for our customers.

With your strong work ethic, Systems Thinking approach and even stronger customer focus, you'll be able to put yourself in our customer's shoes ultimately minimising the impact of the claim to them. Your behaviours will align to our Values (Care More, Kill Complexity, Never Rest, Create Legacy).

Skills and Experience:
     * Previous customer service experience
     * Positive attitude and strong desire to meet customers’ needs
     * Excellent communication skills, both written & verbal
     * The ability to listen and reason empathetically
     * Strong interpersonal skills/team player
     * Relationship building skills
     * Strong negotiation and influencing skills
     * Strong problem-solving skills
     * Flexible attitude towards change
     * Exceptional attention to detail
     * Prepared to take on challenges
     * Good level of IT skills to navigate systems

What you will get:
     * Starting salary of £17,000, with the potential to increase to £22,000 (+ benefits)
     * Defined contribution pension scheme
     * Annual performance related bonus and pay review
     * Income Protection
     * Minimum 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 flexi-benefits package
     * Onsite Parking
     * Onsite Gym

Earning Potential

Typically, our Claims Handlers will progress from the starting salary of £17,000 to £18,500 on reaching the standard required after training is completed. Your development will continue in the role over time. On average we see people reach an advanced level after 18 months, where salary would rise again to £20,500.

You can then continue to excel in the role and become one of our experts in department earning £22,000. Beyond this, there are numerous opportunities within our business for people with the right skills, behaviours and attitude to be able to continue progression of their career aspirations.

We care about the wellbeing of our employees

How you feel at home, work and all aspects of your life are important to us.  Our programme – ‘Be Healthy’, ‘Be Mindful’, ‘Be Secure’ and ‘Be Awesome’ supports your physical, mental, financial and social wellbeing.

Here are just a few highlights:
     * You’ll be able to download Aviva Digital GP - a 24/7 personal GP service that enables you to get a video consultation with a GP and pharmacy service at the touch of a button
     * We offer all UK employees subscriptions to Headspace for FREE
     * We have subsidised 70% off the normal gym membership prices, meaning for a reduced monthly fee you will have access to a wide range of fitness venues

Additional Information:

One of Aviva’s core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.

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. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

As a disability confident employer, we guarantee to interview anyone with a disability, (As defined in The Equality Act 2010) whose application meets the minimum criteria for the post. (By ‘minimum criteria’ we mean that you must provide us with evidence which demonstrates that you generally meet the level of competence required, as well as meeting any of the qualifications, skills or experience defined as essential).

Please apply through the website and then email the contact listed in the advert to notify us that you meet the conditions for the guaranteed interview scheme.