Loss Adjustor - Desk Based

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

Benefits offered by this job

Bonus opportunity

Pension up to 14%

Holidays 29 days

Employee discounts

Shares matching

Volunteer days

Job summary

Aviva plc in Birmingham seeks a Desk Based Loss Adjuster to own household claims up to £50,000, balancing cost-effective solutions with exceptional customer care. You'll work virtually with field-based colleagues and suppliers, taking instruction through settlement while analysing building pathology and scope of works.

This role blends technical claims with empathy, requiring strong stakeholder management, BDMA knowledge (desirable), and the ability to communicate difficult news sensitively.

Qualifications

• 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 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 (BDMA qualification desirable).
• Ability to interpret and where appropriate challenge scopes and schedules of works using photos, video, and remote tools.
• Ability to project manage claims ensuring a proactive approach to file management and stakeholder coordination.

Responsibilities

• Manage household claims up to £50,000 from instruction through to settlement.
• Coordinate multiple stakeholders including customers, suppliers, and DR&R to deliver timely, high-quality outcomes.
• Interpret scopes of work, building pathology, and schedules of works; challenge where needed using remote tools.

Skills

Empathy

Communication

Stakeholder management

Building pathology

Decision making

Team collaboration

Education

BDMA qualification (desirable)

Job description

Desk Based Loss Adjuster

Birmingham

Salary £34,000 - £45,000

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.
• Generouspensionscheme - 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, includingsustainability optionssuch as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3paid volunteering days to help others
• We take yourwellbeingseriously with lots of support and tools

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? 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.

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

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