Claims Handler - Perth

Aviva plc; Perth; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Bonus opportunity

Generous pension scheme

25 days holiday + bank holidays

Aviva product discounts

Matching Share Plan

Job summary

Aviva plc is hiring a Claims Handler in Perth/Maxim with hybrid work: 50% in-office and 50% from home after training. You will handle customer claims via phone, gather details, assess against policies, and guide outcomes with empathy.

The role starts training and offers progression into broader claims areas and leadership paths. Salary starts at £26,700–£29,650 with a 6% bonus potential, generous pension, holidays, and employee discounts.

Qualifications

• Excellent communication skills, both written and verbal.
• Ability to listen and reason empathetically in stressful situations.
• Thrive in a fast-paced environment and adapt to change.
• Demonstrate strong decision‑making skills.
• Good level of IT skills and comfortable navigating systems.

Responsibilities

• Support customers through stressful moments when claims arise.
• Gather information, assess claims per policy and procedures, and set expectations.
• Handle a mix of simple and complex cases; manage emails and coordinate with suppliers.
• Work at pace across multiple systems to make fair, informed decisions.

Skills

Customer service

Phone-based work

Communication

Decision making

IT skills

Adaptability

Empathy

Listening skills

Tools

CRM systems

Job description

Claims Handler – salary £26,700 – £ 29,650 depending on hours, skills and experience. Start date - 26th October 2026 We have exciting opportunities to join our team of Claims Handlers in our Perth and Maxim based offices, so why not kick start your career with us here at Aviva! 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. Claims Handler careers are different here at Aviva. We believe in creating a better tomorrow, for everyone. That’s why we’re here, and that’s why 15 million customers across the UK have placed their trust in us. We are looking for people who truly care and are driven to give it their all every single day. People like you! This is a hybrid working position within our Home claims department, with 50% of your working week being spent in our Perth/Maxim offices and 50% from home (once deemed competent in the role and able to work within a level of autonomy).

A bit about the job:

As a Claims Handler, you’ll be supporting customers through what can be a stressful and emotional moment in their lives; be that leaks, break-ins, unexpected damage or significant home loss. Your role is to make those moments easier. This is primarily a phone-based role, through which you’ll guide customers from the first conversation until resolution, efficiently and empathetically. You’ll gather information, assess claims in line with our policy and procedures, setting expectations and making confident decisions. You will handle a mix of simple and complex cases, manage email communication and coordinate with suppliers. You’ll work at pace, navigating multiple systems, making fair and informed decisions. No previous insurance experience is required; full training and ongoing continuous development will be provided. If you’ve worked in customer service, hospitality, retail, contact centres or any people-focussed environment, you likely already have the skills to fit.

Working Hours:

Varied shift patterns covering the hours of 8am-9pm Monday to Friday and 8am-8pm alternate Saturday and Sunday’s. Our current rotation is one late shift every 4 weeks and 1 weekend day shift every 4 weeks.Average of 35 hours p/week over 5 days. You will be required to be flexible with these hours as shifts for this role are on a rota basis. We are also open on Bank Holidays.

Skills and experience we’re looking for:

• A positive attitude and strong desire to support our customers.
• Confident and comfortable handling customer conversations in our phone led environment.
• Excellent communication skills, both written and verbal.
• The ability to listen and reason empathetically, staying calm under pressure.
• Thrive in a fast-paced environment and adaptable to change.
• Demonstrate strong decision‑making skills.
• Good level of IT skills and comfortable navigating our systems.
• A willingness to learn, develop and progress within Home Claims.
• Act with integrity and a strong sense of doing the right thing.

Career Pathway opportunities:

Home claims is a large and diverse part of Aviva, offering meaningful and long‑term career growth. As your skills develop over time, you can progress into:

• Technical claims roles.
• Specialist areas.
• Leadership.
• Coaching or mentoring.
• Wider insurance or operational roles across Aviva.

What you’ll get for this role:

We have so much to offer when it comes to being an Aviva colleague:

• Starting salary of £26,700 - £29,650 (This role falls under Aviva’s “Pay progression scheme”, so the further you develop in this role the higher the salary will be)
• Bonus opportunity - 6% of annual salary (Actual amount depends on personal and company performance).
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, with the option to buy or sell up to 5 days.
• 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 schemes.
• 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.
• Comprehensive wellbeing support and tools.
• Private Medical Benefit scheme.

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from people with diverse backgrounds and experiences.

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender,

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

We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.