Claims Handler

Job description

Location: Perth
Contract: Permanent
Working Hours: Shift patterns covering the hours of 8am-9pm Monday to Friday and 8am-8pm Saturday and Sunday. 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

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.

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).

Essential Skills:

· 
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 will you get for this role?

·  Salary of £17,250 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 responsibility, and who make good decisions.

The way we do this is important too. We always ‘Care More’. It’s our thing. 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 Danielle Stallard a call on 0121 234 7614  or send an email to d anielle.stallard-trueman@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.