Key duties include:

• Delivering excellence against key measures of claims handling time, cost control & customer effort

• Lead and embed a system’s thinking approach and mindset across the end to end customer flow & claims operating system.

• Continuously improve the system and enable our people to be brilliant for the customer

• Leading in the work to promote professional ethics and values focusing on what matters to the customer

• Support the automation & digital agenda by continually looking at technology needs for seamless customer flow & efficiency

• Be relentless in providing the tools to allow your team to focus on customer & technical claims aspects only

• Identifying and responding to employee development needs

• In the work removing blockages & waste for your team & customer

• Setting a clear line of sight for your team, linking  goals & outcomes to group strategic aims

• Engaging with wider Aviva, brokers, partners & communities in order to explore new opportunities & customer value

• Proactively addressing employee issues, including under performance

• Succession planning & growing future leaders

• Identify and report market, legal and technical trends and developments

• Refer cases outside personal authority 

Qualifications:

• Cert CII /Dip CII or Professional body designation or commitment to achieve within an agreed timeframe (desirable)

• BDMA accredited

• HND/HNC Building studies (desirable)

• Accreditation to CII, RICS, CIOB, CILA, (desirable)

• Management qualifications preferred

• Any other recognised customer service related qualifications an advantage

Knowledge and experience:

• Good knowledge of the insurance industry related to home & commercial property

• Experience  on occupied property & premises residential & commercial

• Systems thinking approach to acting on waste in the system & promoting value

• Politically agile, skilled communicator/conflict manager, flexible in style/responsive to situations, able challenge and positively influence others at all levels, internally and externally

• Evidence of leading people through change & coaching people to achieve more than they believed they could

• Good Buildings Technical knowledge & experience, adopting current best practices, Buildings pathology

• Appreciation of BCIS/RICS cost indices  or other property economic & social

• Knowledge and awareness of flood/escape of water/fire damage management techniques & principles

What will you get for this role?

• Salary up to £68,150, depending on location, skills, experience & qualifications

• Generous defined contribution pension scheme

• Annual performance related bonus and pay review

• Holiday allowance of 29 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 Dylan Wood a call on 07385 426164 or send an email to Dylan.wood@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.