Emergency Claims Handler: Calm, Rapid Customer Care

Aviva; Uddingston; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Bonus opportunity

Pension scheme

25 days holiday + bank holidays

Private medical benefit

Employee discounts

Matching Share Plan

Job summary

Aviva in the United Kingdom is seeking a Claims Handler / Customer Service to assist customers during emergency breakdowns, coordinate rescue services and manage claims end-to-end. The role is hybrid, with a mix of office and home working and a 37.5-hour week on rotating shifts.

Strong customer service, empathy and IT skills are essential, along with the ability to stay calm under pressure. Training begins in Glasgow with a flexible shift pattern and support from peers.

Qualifications

• Strong customer service and communication skills with a customer-first mindset and problem solving abilities.
• Empathy, resilience and attention to detail.
• The ability to stay calm and make sound decisions under pressure.
• Good IT skills and confident using Microsoft packages e.g. Outlook and Word.
• Customer Service or Claims handling experience is desirable.

Responsibilities

• Handling inbound calls and providing clear guidance during stressful circumstances
• Assessing policy cover and applying terms accurately to determine rescue and recovery solutions
• Arranging and coordinating rescue and recovery services with agents and suppliers
• Managing claims end to end, taking ownership through to resolution
• Liaising with internal teams and external partners to ensure seamless service delivery
• Maintaining accurate, compliant records and identifying and supporting vulnerable customers

Skills

Customer service

Communication

Empathy

Attention to detail

Decision making

Microsoft Office

Job description

Aviva in the United Kingdom is seeking a Claims Handler / Customer Service to assist customers during emergency breakdowns, coordinate rescue services and manage claims end-to-end. The role is hybrid, with a mix of office and home working and a 37.5-hour week on rotating shifts.

Strong customer service, empathy and IT skills are essential, along with the ability to stay calm under pressure. Training begins in Glasgow with a flexible shift pattern and support from peers.