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- Tasks: Support customers through complex claims, providing empathy and clear communication.
- Company: Join Aviva, a leading insurance company committed to inclusivity and employee wellbeing.
- Benefits: Enjoy a competitive salary, bonus opportunities, generous pension, and flexible working options.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Customer-facing experience, excellent telephony skills, and strong decision-making abilities required.
- Other info: Flexible working arrangements available; we encourage applications from all backgrounds.
The predicted salary is between 21600 - 32400 £ per year.
Claims Case Manager – Salary circa £27000
Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below.
Are you someone who…?
Do you enjoy speaking with people on the phone? Are you naturally inquisitive, open to challenges and able to simplify ways of working?
If so, this role within the Group Income Protection Claims team could be for you!
A bit about the job
We are currently expanding our team of experienced Case Managers within our Group Income Protection Claims Team. Our purpose is to support a portfolio of customers, helping their absent employee’s in their time of need. The support you will provide may be pre-absence, during absence, during return to work, or throughout longer term or permanent absences and may take the guise of telephony support, arranging treatment, assessing a claim for benefit or all of the above.
Many of the absences you manage will be complex, sensitive and require high levels of empathy; the nature of our work means that you are often supporting individuals that are undergoing treatment, financial difficulties and sometimes life-changing circumstances. You will need excellent interpersonal skills and demonstrate the ability to make and communicate clear decisions in a compassionate manner, whilst also recognising the terms of the contract.
You will have ownership of a portfolio of claims, working with internal and external stakeholders to give continuity of care and wellbeing to both Employer and Employees. You will collaborate with a team of peers to ensure the best outcomes for our customers using a multidisciplinary approach; including rehabilitation, motivational interviewing, case management, claims assessment and relationship management.
The first 6 months will be 100% office-based, to ensure you have the best start to your role with the training provided. Please note, this may vary and could be extended.
Skills and experience we’re looking for
Proven experience in customer-facing roles within an office-based environment
Successfully managing relationships with customers or suppliers
Excellent telephony capability
Sound judgement and decision-making skills; confidently able to explain reasoning behind decisions and negotiate with customers
Good planning, negotiation, and organisational/time management skills
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 circa £27000 (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 – 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
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 and use your 3 paid volunteering days to help others
We take your wellbeing seriously with lots of support and tools
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 – 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 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
We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.
We’d love it if you could submit your application online. If you require an alternative method of applying, please send an email to
Claims Assessor employer: Aviva
Contact Detail:
Aviva Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Assessor
✨Tip Number 1
Familiarise yourself with the Group Income Protection Claims process. Understanding the nuances of claims management will help you speak confidently about how you can contribute to the team.
✨Tip Number 2
Practice your telephony skills. Since this role involves a lot of phone communication, consider role-playing scenarios with friends or family to enhance your ability to handle sensitive conversations.
✨Tip Number 3
Showcase your empathy and decision-making skills during interviews. Prepare examples from your past experiences where you successfully managed complex situations with compassion and sound judgement.
✨Tip Number 4
Network with current employees or professionals in the field. Engaging with others who work in claims assessment can provide valuable insights and potentially give you an edge in your application.
We think you need these skills to ace Claims Assessor
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Claims Assessor position. Understand the key responsibilities and required skills, such as excellent telephony capability and interpersonal skills.
Tailor Your CV: Customise your CV to highlight relevant experience in customer-facing roles and any specific skills mentioned in the job description. Emphasise your ability to manage relationships and demonstrate sound judgement.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others and your understanding of the complexities involved in claims assessment. Use specific examples from your past experiences to illustrate your skills and empathy.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Aviva
✨Show Empathy and Understanding
As a Claims Assessor, you'll be dealing with sensitive situations. Make sure to demonstrate your ability to empathise with clients during the interview. Share examples of how you've handled difficult conversations in the past.
✨Highlight Your Communication Skills
Since the role involves a lot of telephony support, it's crucial to showcase your excellent communication skills. Prepare to discuss how you effectively manage relationships with customers and suppliers, and provide specific examples.
✨Demonstrate Decision-Making Abilities
The job requires sound judgement and decision-making skills. Be ready to explain your thought process behind decisions you've made in previous roles, especially in challenging situations. This will show your potential employer that you can handle complex claims.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your planning, negotiation, and organisational skills. Think of situations where you've successfully managed multiple tasks or resolved conflicts, and be prepared to discuss these in detail.
