Customer Claims Specialist

Aviva; Norwich; Hybrid; GBP 18,000 - 23,000; Part time

Job summary

Aviva is seeking temporary Triage Handlers in Norwich for its Personal Lines team. You will be the first contact for customers reporting claims or queries, gathering information to direct calls to the right team. Full training will be provided, and you should be polite, a good listener, and able to work efficiently in a fast-paced setting.

Strong IT skills (Outlook and Word) and a customer-first approach are essential, with flexibility around location and hours under hybrid arrangements.

Qualifications

• Ability to work in a fast-paced environment and multitask.
• Commitment to delivering brilliant customer service.
• Willingness to learn and support others as part of a team.
• Flexibility to adapt to change and improve the customer journey.

Responsibilities

• Be the first point of contact for customers reporting claims or queries.
• Gather information efficiently to direct calls to the correct team.
• Provide polite, empathetic support and ensure accurate data capture.

Skills

Fast-paced work

Customer service

Willingness to learn

Adaptability to change

IT skills (Outlook/Word)

Tools

Microsoft Outlook

Microsoft Word

Job description

We have some exciting opportunities available in our Personal Lines Triage team!

Do you enjoy working in a fast-paced environment? Do you have an empathetic customer service style, providing brilliant service to every customer you speak to? If so, we’d love to hear from you.

These are temporary roles and will involve shift patterns covering the hours of 9am - 5:30pm (Monday - Friday).

A bit about the job

As a Triage Handler, you will be the first person our customers speak to when they need to make a claim, or have queries on an existing claim.

You will need to be polite, friendly, and a great listener to understand what the customer needs from us to be able to direct them to the right team.

Full training will be provided about different parts of the motor claims system; but, you'll need to be able to gather the right and relevant information efficiently from our customers to ensure their call reaches the correct team.

Skills and experience we’re looking for

• Ability to work in a fast-paced environment, multi-tasking, and prioritising responsibilities.
• Passionate about delivering brilliant customer service i.e., someone who takes pride in producing a high standard of work and putting the customer first.
• A willingness to learn, help others and have a team player mentality.
• Embrace and supports change, to improve our customers’ journey
• Thrives undertaking digital & online tasks, and can demonstrate strong I.T skills, with prior experience of using software like Microsoft Outlook and Word.

We flex locations, hours and working patterns to suit our customers, the business and you. Most of our people smart-work, spending at least 50% of their time in an Aviva office each week.