Desk Based Loss Adjustor

Aviva plc; United Kingdom; Hybrid; GBP 34,000 - 45,000; Full time

Benefits offered by this job

Salary £34k–£45k

Bonus opportunity 8%

Generous pension

29 days holidays + bank holidays

Employee discounts

Share plan eligibility

Volunteer days & wellbeing

Job summary

Aviva plc is recruiting a Desk-based Loss Adjuster to manage residential claims up to £50,000. The role involves coordinating with customers, suppliers and field-based colleagues to deliver fair, timely settlements while balancing costs and excellent service.

The position is desk-based and hybrid, with virtual work supported by field colleagues. Strong empathy, building pathology knowledge, and stakeholder management are essential.

Qualifications

• Excellent empathy and communication; able to deliver difficult news with sensitivity and maintain relationships.
• Deep knowledge of Residential (Home) property insurance and loss adjusting practices.
• Understanding of building pathology and reinstatement techniques; BDMA qualification is desirable.
• Ability to interpret and challenge scopes and schedules using photos, video, and remote tools.

Responsibilities

• Act as claim owner for customers and suppliers for household claims up to £50,000.
• Interpret scope of works, assess building pathology, and coordinate multiple stakeholders.
• Deliver timely, high-quality outcomes with cost-effective reinstatement and customer care.

Skills

Empathy

Communication

Residential insurance

Loss adjusting

Contractor management

Technical claims

Building pathology

BDMA (desirable)

Job description

Loss Adjuster – Salary £34,000 - £45,000

Available Locations: Birmingham, Eastleigh, Bristol, Glasgow, Leeds, Manchester, Norwich, Perth, Sheffield and York

Are you someone who thrives on delivering exceptional customer service while balancing cost effectiveness? Do you love coordinating several stakeholders and communicating effectively to ensure proactive management of claims? Due to continued growth, we’re looking for Desk based Loss Adjuster to join our specialist team. This is more than just a desk-based role — it’s a chance to make a real difference to people’s lives when they need it most.

About the Role

As a Desk based Loss Adjustor, you’ll be at the heart of our response to building-related damage caused by escape of water, fire, flood, or Impact etc acting as claim owner for customers and suppliers. You’ll manage household claims up to £50,000, taking full ownership from instruction through to settlement. This is a role that requires both technical acumen and empathy — balancing cost-effective solutions with exceptional customer care.

You’ll be part of a close-knit team, working virtually but collaboratively, supported by field-based colleagues (acting as your eyes on site) and a trusted supplier network. Your ability to interpret scope of works, building pathology, and coordinate multiple stakeholders will be key to delivering timely, high-quality outcomes.

Why This Role Matters

This isn’t just about processing claims — it’s about rebuilding homes and restoring peace of mind. Your technical knowledge and decision-making will directly influence the speed, quality, and cost of reinstatement. Managing claims of this scale comes with significant responsibility, and your expertise will ensure we deliver fair, accurate, and customer-focused solutions every time.

What We’re Looking For

• Exceptional empathy and communication skills; including delivering difficult news with sensitivity and maintaining strong customer relationships
• In depth expertise in the Residential (Home) property insurance sector, ideally in a loss adjusting, contractor management or technical claims role managing Flood, Escape of water (EOW) and fire damage alongside health and safety and industry specific regulations.
• Strong understanding of building pathology and reinstatement techniques including Knowledge of building standards, materials, and mitigation practices inc. BDMA qualification (desirable but not essential)
• Ability to interpret and where appropriate challenge scopes and of schedule works using photos, video, and remote tools
• Ability to project manage claims ensuring a proactive approach to file management (including confident stakeholder management of customers, contractors, DR&R, and other suppliers

What You’ll Bring

• A passion for helping people and solving problems
• A proactive, solution-focused mindset
• The confidence to make decisions and stand by them
• A collaborative approach and willingness to share knowledge within a team
• A desire to grow your technical expertise and contribute to a high-performing team

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£34,000 - £45,000 (dependent on skills, experience, and location)
• Bonus opportunity - 8% of annual salary Actual amount depends on your performance and Aviva’s.
• Generouspension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 daysholidaysplus bank holidays, and you can choose 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 ourMatching Share Planand share in the success of Aviva with ourSave As You Earnscheme
• Brilliantlysupportive policiesincluding parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of ourAviva Communitiesand use your 3paid volunteering days to help others
• We take yourwellbeingseriously with lots of support and tools

Aviva is for everyone:

We’re inclusive andwelcome 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. There is a requirement for you to spend at least 50% of your time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We interview every disabled applicant who meets the minimum criteria for the job.