Claims Customer Advisor

Customer Claims Consultant – Private Medical Insurance
Starting salary £26,900  (depending on skills and experience), plus benefits. Full-time 35 hours per week, with the option to move to a 40-hour contract (up to £33,885) after training. Part-time options also available after the initial 18-week training period. Working hours: Monday to Friday, 08:00 – 18:30 (flexible shifts), plus 1 in 7 Saturdays between 08:00 – 13:00. No bank holiday working.

Do you love helping people and making a real difference?

Are you someone who thrives in a fast-paced environment and builds great relationships with ease? If you’re passionate about doing the right thing for customers and supporting people when they need it most, we’d love to hear from you

A bit about the job

You’ll be the first point of contact for customers getting in touch about their health insurance, often at times when they need reassurance and clear guidance.
When customers contact us, you’ll take the time to understand their situation, review their cover, and ask the right questions. You’ll use this information to assess whether treatment is covered under their policy and explain your decision clearly. You’ll also help guide customers to the most appropriate treatment options, specialists, and hospitals.

Day to day, you’ll:

• Speak to customers and support them through their claim queries
• Gather the right information and ask thoughtful questions to understand each situation
• Make decisions on whether treatment is covered under the policy and explain this clearly
• Help customers access the right care, from initial consultations through to ongoing treatment
• Resolve issues early, including supporting with complaints where needed
• Work closely with colleagues and healthcare providers to make things happen for our customers

It’s a role where you’ll be trusted to make decisions and have a real impact on people’s experiences.

Training and support
You don’t need to come with insurance experience – we’ll teach you everything you need to know.
You’ll start with a full training programme to build your confidence in the role, with ongoing coaching and support from your team and leaders as you develop. We’ll help you build the knowledge and skills needed to make decisions and feel confident supporting customers in a variety of situations. This is a great opportunity to build valuable skills in decision-making, customer support, and handling complex situations, with plenty of support along the way.

Skills and experience we’re looking for

• Great communication skills and experience in a customer-facing role.

• Empathy and the ability to support people through difficult times.

• A natural problem-solver who asks the right questions to get things done.

• Detail-focused and confident making decisions based on facts.

• Insurance or financial services experience is a bonus – but not essential.

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 between £26,900 and £29,650 (depending on location, skills, experience, and qualifications) Our standard full-time contracts are for 35 hours per week (with options for part time working); we also offer a 40-hour contract which has an enhanced salary of up to £33,885.

• Bonus opportunity - 6% of annual salary Actual amount depends on your performance and Aviva’s.

• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.

• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days

• Aviva-funded Private Medical Benefit to help you get expert support when you need it

• 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 scheme

• 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

• We take your wellbeing seriously with lots of 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 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. Most of our people are smart working – spending at least 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

We'd love it if you could submit your application online. If you require an alternative method of applying, or if you have any queries in relation to the vacancy, please contact Soubhagya Laxmi Birat - Soubhagya.birat@aviva.com.