Customer Claims Handler

Customer Claims Handler – salary £26,700 – £ 29,650

We have exciting opportunities to join our team of Customer Claims Handlers in our Perth based offices, 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 within our Home claims department, with 50% of your working week being spent in our Perth offices 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 leaks, break-ins, unexpected damage or significant home loss.  Your role is to make those moments easier.  

This is primarily a phone-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 centres or any people-focussed environment, you likely already have the skills to fit.  If this is you, then why not apply today!   

Skills and experience we’re looking for:   

• A positive, customer-focused attitude with a genuine desire to help others and do the right thing.

• Strong communication and listening skills, with the confidence to handle customer conversations in a telephone-based environment.

• The ability to empathise, stay calm under pressure, make sound decisions, and resolve issues effectively.

• Adaptable and resilient, with the ability to thrive in a fast-paced environment and embrace change.

• Confident using IT systems, with a willingness to learn, develop, and progress within Home Claims.

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 roles, leadership, coaching or mentoring and wider insurance or operational roles across Aviva. 

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

Start date - 26th October 2026

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.   

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 £26,700 – £ 29,650 (depending on location, skills, experience, and qualifications)

• Bonus opportunity - 6% of annual salary, (actual amount depends on your performance and Aviva’s.)

• Generous pension scheme e.g. if you put in 8%, Aviva adds 14%

• 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 ananta.rai@aviva.com