Claims Handler / Customer Service

Aviva; Sauchenford Holdings; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Bonus opportunity (6%)

Pension up to 14%

25 days holiday + bank holidays

Private Medical Benefit

Product discounts (Aviva) up to 40%

Matching Share Plan

Save As You Earn

Parental leave

Cycle to work

Paid volunteering days (3)

Job summary

Aviva in the United Kingdom is seeking a Claims Handler / Customer Service to support customers during emergency breakdowns within the Green Flag Rescue team. You’ll handle inbound calls, assess cover, coordinate rescue and recovery services, and manage claims end to end with empathy and accuracy.

This full-time hybrid role offers a rotating shift pattern, with initial training in the Glasgow office and a comprehensive benefits package including pension, private medical cover, and generous

Qualifications

• Excellent customer service and communication skills with a customer-first mindset.
• Empathy, resilience and attention to detail in challenging situations.
• Ability to stay calm and make sound decisions under pressure.
• Proficient IT skills and confidence using Microsoft Office applications.

Responsibilities

• Support customers during emergency breakdowns with empathy and reassurance.
• Handle inbound calls and provide clear guidance during stressful circumstances.
• Assess policy cover and apply terms to determine rescue and recovery solutions.
• Arrange and coordinate rescue and recovery services with agents and suppliers.
• Manage claims end to end, taking ownership through to resolution.
• Liaise with internal teams and external partners to ensure seamless service delivery.
• Maintain accurate, compliant records and support vulnerable customers.

Skills

Customer service

Communication

Empathy

Resilience

Attention to detail

Decision making under pressure

IT literacy

Tools

Outlook

Word

Job description

Claims Handler / Customer Service

Salary - £28,600 - £31,767

This is a great job for someone who is passionate about delivering outstanding customer care, supporting customers during emergency breakdown situations, often at stressful and unexpected moments. You’ll be the calm, reassuring voice our customers rely on, ensuring help is delivered quickly, safely and effectively.

Working within the Green Flag Rescue team, you’ll handle inbound calls from customers requiring urgent assistance, coordinating rescue and recovery services and managing claims from start to finish. You’ll balance empathy with efficiency, making confident decisions while maintaining accurate and compliant records.

A bit about the job

• Supporting customers during emergency breakdown situations with empathy and reassurance

• Handling inbound calls and providing clear guidance during stressful circumstances

• Assessing policy cover and applying terms accurately to determine rescue and recovery solutions

• Arranging and coordinating rescue and recovery services with agents and suppliers

• Managing claims end to end, taking ownership through to resolution

• Liaising with internal teams and external partners to ensure seamless service delivery

• Maintaining accurate, compliant records and identifying and supporting vulnerable customers

This is a full-time role, working 37.5 hours per week on a shift basis. You’ll work a mix of shifts between 6:00am and 10:00pm, Monday to Sunday, with a rotating shift pattern to keep things fair and balanced. Flexibility is key, and you’ll always know your shifts in advance to help you plan your time.

Skills and experience we’re looking for:

• Strong customer service and communication skills with a customer-first mindset and problem solving abilities

• Empathy, resilience and attention to detail

• The ability to stay calm and make sound decisions under pressure

• Good IT skills and confident using Microsoft packages e.g. Outlook and Word

• Customer Service or Claims handling experience is desirable

Our hybrid model offers a ‘best of both worlds’ approach. When you’ll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office. Initial training will take place in the Glasgow office and may last up to a minimum of 12 weeks.

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Starting salary of £28,600 (depending on location, skills, experience, and qualifications).

• Bonus opportunity - 6% of annual salary Actual amount depends on your performance and Aviva’s.

• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.

• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days

• Aviva-funded Private Medical Benefit to help you get expert support when you need it

• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts

• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme

• Brilliantly supportive policies including parental and carer’s leave

• Flexible benefits to suit you, including sustainability options such as cycle to work

• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others

• We take your wellbeing seriously with lots of support and tools

Aviva is for Everyone

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.