Duties & Responsibilities:

• You will demonstrate effective cost management on all claims, evidenced by control of cost/indemnity within policy, principles and standards
• Virtually assess, validate & quantify all types of property claims in line with policy cover
• Report & estimate insurance related repairs & other consequential losses using current claims scoping & claims tracking software
• Route assessments accordingly for part or full physical (field) assessment to in-house or specialist teams where required
• Set correct expectations and next steps with customers/brokers throughout claim cycle
• Arrange and manage specialist inspections for roof and Asbestos test
• Update the customer regularly to ensure they are aware who is managing the claim
• Optimise customer life cycle by adopting single touch signature process aims or being proactive in managing customer effort in systems thinking principles
• On occasion, project manage claims, validated & investigated by others
• Identify and flag fraud & recoveries, report market, legal & technical trends & developments
• Manage work in progress and update claims systems/digital hubs to manage workflow & maintain real-time view for customers & business
• Develop, coach and mentor our existing desk adjuster team, upskilling their capability to handle lower / mid complex virtual assessment claims
• Support major incidents like floods & storms by migrating to agility levers within each annual weather plans
• Support the delivery of any training/operational changes and rollout requirements
• Utilise feedback to enhance the customer experience
• Utilizes current & future technology enablers

Skills & Experience Required:

• Ability to work in a team and liaise with internal stakeholders daily
• Ability to adapt to a working environment as per business requirements (other office locations, home, on site etc)
• Experience of scoping, scheduling, prescribing and procurement works
• Good knowledge of the insurance industry related to home & commercial property
• Technical knowledge & experience of repair work on occupied building premises
• Strong technical skills & knowledge including planning (law and management), construction methods, design work, IT and MMC (modern methods of construction)
• Ability to estimate building costs for repairs using defined schedules of rates or other quote building techniques 
• Experience of effectively managing costs on settlements, strong Influencing and negotiation skills to settle the claims fairly and promptly
• Dilapidation & defect analysis awareness, including the ability to diagnose and propose restorative works
• Ability to deliver excellent customer service both face to face and over the phone
• Leak detection awareness, including methods of detection, restorative works, re-routing contingencies and consequential outcomes
• Working knowledge of health and safety regulations and other relevant legislation including Asbestos regulations and access equipment restrictions 
• Experience of working in a customer focused environment, meeting customer needs through expertise and integrity
• Ability to prioritise work to effectively manage own caseload
• Effective and clear communication and rapport building skills
• Commitment to building own knowledge, technical, theory and practical, through mentoring, undertaking courses and independent learning

Qualifications:

• BDMA accreditation (required)
• HNC/HND or similar Surveying Qualification (preferred)
• Accreditation to CII, CIOB, CILA, RICS (desirable)

What will you get for this role?

• Salary of up to £38,450 depending on skills, experience and 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 ownership, 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.