Customer Service Handler

Aviva plc; Norwich; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Bonus 6% of salary

Pension up to 14%

25 days holiday + bank holidays

Private Medical Benefit

Share plan & Save As You Earn

Volunteer days

Cycle to work

Job summary

Aviva plc in Norwich is hiring a Personal Lines Motor Claims Handler to support customers through motor claims, coordinate replacements, and liaise with partners to ensure the best outcomes.

The role offers progression into specialist teams and a dynamic, telephony-based work environment. Hours are 35 per week with potential for part-time options and comprehensive benefits.

Qualifications

• Ability to work in a fast-paced environment and manage multiple tasks.
• Strong customer service orientation with empathy and problem-solving mindset.
• Team player willing to learn and adapt in a busy claims environment.
• Comfort with digital systems and rapid decision-making to support customers.

Responsibilities

• Support customers during motor claims, including arranging replacement vehicles and updating on repairs.
• Liaise with external partners such as hire providers to ensure best outcomes.
• Progress into specialist teams (Liability/Overseas) as you grow in the role.

Skills

Fast-paced work

Customer service

Team player

IT skills

Multitasking

Prioritisation

Microsoft Outlook

Microsoft Word

Tools

Microsoft Outlook

Microsoft Word

Job description

Personal lines, Motor Claims Handler – Starting salary between £26,700 to £29,650 (depending on hours, skills, and experience) plus additional benefits.

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.

Due to continued growth in this area of the business, we have some exciting opportunities within customer service available in our Personal Lines Motor Claims Team.

A bit about the job

Your role will be to support our customers when they need us most, guiding them through their motor claims. This could involve arranging a replacement vehicle, providing updates on repair progress, or liaising with external partners such as hire providers to ensure the best possible outcome following a claim. As you develop in the role, there are opportunities to grow within the business, including progression into specialist teams. These include our Liability team, where you’ll handle more complex cases and determine fault, or our Overseas team, supporting customers who have experienced accidents abroad. Across all of our Personal Lines claims teams, a proactive approach is key. You’ll help minimise disruption to our customers’ daily lives by managing multiple tasks in a fast-paced, telephony-based environment. Using a range of digital systems, you’ll need to make confident, timely decisions to deliver the right results for our customers.

These are permanent roles and will involve shift patterns covering the hours of 8.00am to 6.15pm (Monday – Friday). Our standard full time contracts are for 35 hours per week (with options for part time working).

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. Put a salary into this calculator to see what your total Aviva Reward could be.

• Starting salary between £26,700 - £29,650 (depending on hours, skills and experience) plus additional benefits.
• 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.

Skills and experience we’re looking for

• Ability to work in a fast-paced environment, multi-tasking, and prioritising responsibilities.
• Team player mentality, with a willingness to learn and help others out.
• Passionate about delivering brilliant customer service i.e., someone who takes pride in producing a high standard of work and putting the customer first.
• Embrace and supports change, matched with the ability to share ideas and suggestions 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’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.

Please note this job role is not sponsorable under the Home Office points based system.

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.