Motor Claims Handler

Aviva plc; Norwich; Hybrid; GBP 12,000 - 17,000; Full time

Job summary

Aviva plc in Norwich is looking for Triage Handlers to join our Personal Lines team on a temporary basis. You will be the first point of contact for customers making or querying claims, gathering information, and directing calls to the right team.

The role requires empathy, strong listening, and a customer-focused approach. You’ll receive full training and work a 9:00–17:30 Monday–Friday shift in a fast-paced environment, with opportunities to develop IT skills using Outlook and Word.

Qualifications

• Customer service experience in a fast-paced environment.
• Ability to gather information efficiently from customers.
• Willingness to learn and work as part of a team.
• Good IT skills, including MS Office applications.

Responsibilities

• Be the first point of contact for customers making or querying claims.
• Gather relevant information to route calls to the correct team.
• Support a fast-paced triage process and adapt to changing priorities.

Skills

Fast-paced environment

Customer service

Empathy

Active listening

Team player

Willingness to learn

Adaptability

Digital & online tasks

IT skills

MS Office basics

Tools

Microsoft Outlook

Microsoft Word

Job description

We have some exciting opportunities available in our Personal Lines Triage team!

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.

These are temporary roles and will involve shift patterns covering the hours of 9am - 5:30pm (Monday – Friday).

A bit about the job

As a Triage Handler, you will be the first person our customers speak to when they need to make a claim, or have queries on an existing claim. You will need to be polite, friendly, and a great listener to understand what the customer needs from us to be able to direct them to the right team.

Full training will be provided about different parts of the motor claims system; but, you'll need to be able to gather the right and relevant information efficiently from our customers to ensure their call reaches the correct team.

Skills and experience we’re looking for

• Ability to work in a fast-paced environment, multi-tasking, and prioritising responsibilities.
• Passionate about delivering brilliant customer service i.e., someone who takes pride in producing a high standard of work and putting the customer first.
• A willingness to learn, help others and have a team player mentality.
• Embrace and supports change, 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.