Claims Management & Customer Experience Specialist

Aviva; Scotland; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading insurance company in Scotland is seeking a proactive and detail-oriented individual for a role focused on effective claims management. Responsibilities include monitoring claims under Delegated Authority, identifying at-risk claims, and ensuring compliance with consumer duty guidance. The ideal candidate will have strong knowledge of claims processes, excellent communication skills, and the ability to manage high volumes of claims, ensuring fairness and timely resolutions. Competitive salary and benefits offered, along with opportunities for flexible working.

Benefits

Competitive salary

Bonus opportunity

Generous pension scheme

29 days holiday plus bank holidays

Aviva-funded Private Medical Benefit

Up to 40% discount on Aviva products

Up to £1,200 of free Aviva shares

Supportive policies including parental leave

Flexible benefits including sustainability options

Paid volunteering days

Qualifications

• Must have strong knowledge of end-to-end claims processes and delegated authority frameworks.
• Ability to effectively communicate findings to stakeholders.
• Experience in managing claims and improving processes.

Responsibilities

• Take ownership of claims management and monitor their progress.
• Identify claims at risk and work to bring them back on track.
• Produce reports to support discussions and decisions.

Skills

Strong knowledge of end-to-end claims processes

Ability to spot risks early and take corrective action

Skilled communicator

Great attention to detail and accuracy

Ability to manage high volumes

Job description

A leading insurance company in Scotland is seeking a proactive and detail-oriented individual for a role focused on effective claims management. Responsibilities include monitoring claims under Delegated Authority, identifying at-risk claims, and ensuring compliance with consumer duty guidance. The ideal candidate will have strong knowledge of claims processes, excellent communication skills, and the ability to manage high volumes of claims, ensuring fairness and timely resolutions. Competitive salary and benefits offered, along with opportunities for flexible working.