Household Claims Handler

Aviva; Perth; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Bonus opportunity

Pension scheme

Holidays

Share scheme

Volunteer days

Wellbeing support

Job summary

Aviva in Perth is hiring a Household Claims Handler to support customers during stressful events with empathy and clear communication. The role is primarily telephony-based, guiding claims from first contact to resolution.

This hybrid position requires 50% time in the Perth office and 50% working from home once competent. No prior insurance experience is needed as comprehensive training and development are provided, with opportunities to grow within Aviva.

Qualifications

• No prior insurance experience required; full training provided.
• Experience in customer service or people-focused roles is suitable.
• Ability to navigate multiple systems and use email/call handling.

Responsibilities

• Support customers through stressful moments via phone and email.
• Gathers information, assesses claims, and communicates expectations.
• Handle a mix of simple and complex cases and coordinate with suppliers.
• Work across 50% office and 50% from home once competent.

Skills

Positive attitude

Customer focus

Integrity

Telephony skills

Written communication

Empathy

Adaptability

IT skills

Job description

Household Claims Handler – salary £26,700 – £ 29,650 depending on hours, skills and experience.

We have exciting opportunities for Claims Handlers to join us in our Perth based office, so why not kick start your career with us here at Aviva!

We love people who do the right thing for our customers, and our colleagues.

We want people who speak up, who take responsibility, and who make good decisions. Claims Handler careers are different here at Aviva. We believe in creating a better tomorrow, for everyone. That’s why we’re here, and that’s why 15 million customers across the UK have placed their trust in us. We are looking for people who truly care and are driven to give it their all every single day. People like you!

This is a hybrid working position, with 50% of your working week being spent in our Perth office and 50% from home (once deemed competent in the role and able to work within a level of autonomy).

A bit about the job:

As a Claims Handler, you’ll be supporting customers through what can be a stressful and emotional moment in their lives; be that water damage, break-ins, an unexpected event or significant damage to their home. Your role is to make those moments easier.

This is primarily a telephony-based role, through which you’ll guide customers from the first conversation until resolution, efficiently and empathetically. You’ll gather information, assess claims in line with our policy and procedures, setting expectations and making confident decisions.

You will handle a mix of simple and complex cases, manage email communication and coordinate with suppliers. You’ll work at pace, navigating multiple systems, making fair and informed decisions.

No previous insurance experience is required; full training and ongoing continuous development will be provided. If you’ve worked in customer service, hospitality, retail, contact centers or any people-focused environment, you likely already have the skills to fit. If this is you, then why not apply today!

Working Hours:

• Varied shift patterns covering the hours of 8am-9pm Monday to Friday and 8am-8pm alternate Saturday and Sunday’s.
• Our current rotation is one late shift every 4 weeks and 1 weekend day shift every 4 weeks. Average of 35 hours p/week over 5 days.
• You will be required to be flexible with these hours as shifts for this role are on a rota basis.
• We are also open on Bank Holidays.

Skills and experience we’re looking for:

• Bring a positive attitude, strong customer focus, and integrity.
• Confidently handle customer conversations in a telephony-led environment.
• Communicate clearly in both written and verbal interactions.
• Listen empathetically, stay calm under pressure, and make sound decisions.
• Adapt well to a fast-paced environment, embracing change and learning.
• Confident IT skills with the ability to navigate multiple systems.

Career Pathway opportunities:

Home claims is a large and diverse part of Aviva, offering meaningful and long-term career growth. As your skills develop over time, you can progress into:

• Technical claims roles.
• Specialist areas.
• Leadership.
• Coaching or mentoring.
• Wider insurance or operational roles across Aviva.

We support further development through structured training, opportunities to specialize and access to internal career programmes.

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 of £26,700 - £29,650 (This role falls under Aviva’s "Pay progression scheme", so the further you develop in this role the higher the salary will be)
• Bonus opportunity - 6% of annual salary (Actual amount depends on personal and company performance).
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, with the option 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 our Matching Share Plan and share in the success of Aviva with our Save As You Earn schemes.
• 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.
• Comprehensive wellbeing support and tools.

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

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from people with diverse backgrounds and experiences.

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you’re in a job share just apply as a pair.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look here.