e 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 have an empathetic customer service style, we would love to hear from you! Also being able to demonstrate prior claims-handling experience would be highly desirable.

As a Customer Service Advisor within our Motor Claims division, you will need to provide brilliant service on every call and e-mail, providing our high value clients with a bespoke claims service which is tailored to their needs. You will also need to take the time to understand the needs of our customers, and work with our suppliers, both in the UK and internationally, to ensure that we get our customers back on the road as soon as possible and minimise the inconvenience to their business.

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

https://www.youtube.com/watch?v=a_2i40bgz9g&t=4s

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 Customer Service Advisors 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.

Our Customer Service Advisors will based out of either our offices in Glasgow, on Maxim Business Park, or on Surrey street in Norwich City Centre, and will embark on a thorough, six-week office-based training course, with the option to work a few 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.

• Prior experience in claims handling – ideally within motor / motor trade – managing the process from the point of notification, right through to settlement – would be highly desirable!

What will you get for this role?

• Salary of £19,700 to £23,500 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

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’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 Daisy Holmes a call on +44 (0) 7436 672007 or send an email to daisy.holmes@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.