Motor Claims Handler

Job description

Job Title: Motor Claims Handler

Location: Maxim park / Eurocentral, Glasgow or Surrey Street, Norwich

Contract terms: Permanent, Full time - 35 hours per week

Working Hours: Shift patterns covering the hours of 8.00am to 6.15pm (Monday - Friday)

Salary: from £18,500 up £22,000, dependent on skills, experience, and qualifications (+ benefits)

Start date: January / February 2022

We currently have fantastic opportunities to join Aviva's award-winning, and market-leading, Motor Claims Team ! If you enjoy working in a fast-paced environment and feel you have an empathetic customer service style , we would love to hear from you!

As an Aviva Claims Handler, you will need to provide brilliant service on every call and e-mail, ensuring that our customers are fully supported when they make a claim on their motor insurance. You will also need to take the time to understand the needs of our customers, and work with our suppliers (e.g., roadside assistance, repairers, physiotherapists) to ensure everything is taken care of.

Please click on the video link for an insight on how we help our customers at their times of need:

In the role you will also need to investigate what has happened, making pragmatic decisions on the best course of action for our customers. This will involve liaising with external stakeholders, such as the Police or solicitors, to help with your decision making - therefore we're looking for candidates who are excellent at relationship building and can negotiate effectively too.

We expect our Claims Handlers to show empathy on every call, alongside being able to juggle multiple tasks at pace, working within a dynamic, agile team. We will assess all these essential skillsets during our interview process, which will involve all applicants completing a role play exercise - where we will expect you to think on your feet and showcase your strong customer service & rapport building skills.

A thorough, six-week training course (a mix of office and home-based) will kick-start your career here at Aviva, with the option to work some days per week from home once you have completed all the necessary courses (including circa 11 weeks of further, supported training).

Skills / experience required:

Ability to work in a fast-paced environment, multi-tasking, and prioritising responsibilities

Team player mentality, with a willingness to learn and help others out

Passionate about delivering brilliant customer service i.e., someone who takes pride in producing a high standard of work and putting the customer first

Embrace and supports change, matched with the ability to share ideas and suggestions to improve our customers' journey

Thrives undertaking digital & online tasks, and can demonstrate strong I.T skills, with prior experience of using software like Microsoft Outlook and Word.

What will you get for this role?

Salary of £18,500 to £22,000 per annum - 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

About us

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

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. We're also the best in the market at providing our customers with an online service so we want people who are passionate about digital customer experiences.

The way we do this is important too, we're all about our people so we can be 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 Daisy Holmes a call on (0) or send an email to

*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.