Loss Adjuster

About The Role

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? This is a desk based Loss Adjuster role within our specialist team, offering the chance to make a real difference to peoples\’ lives when they need it most.

Role Overview

As a Desk based Loss Adjuster, you’ll be at the heart of our response to building-related damage caused by escape of water, fire, flood, or impact, acting as the claim owner for customers and suppliers. You’ll manage household claims up to £50,000, taking full ownership from instruction through to settlement. This role 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.

Responsibilities

• Own and manage household claims up to £50,000 from instruction to settlement.
• Coordinate multiple stakeholders, including customers, suppliers, contractors, DR&R, and other parties.
• Interpret scope of works and building pathology to deliver timely, high-quality outcomes.
• Collaborate with field-based colleagues and a trusted supplier network to support on-site needs.

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 regulations.
• Strong understanding of building pathology and reinstatement techniques, including knowledge of building standards, materials, and mitigation practices (BDMA qualification desirable but not essential).
• Ability to interpret and, where appropriate, challenge scopes and schedules of works using photos, video, and remote tools.
• Ability to project manage claims with a proactive approach to file management and 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 — and investment in you as a colleague.
• Starting salary £34,000 – £45,000 (dependent on skills, experience, and location).
• Bonus opportunity — 8% of annual salary (actual amount depends on performance).
• Generous pension scheme — Aviva will contribute up to 14% depending on what you contribute.
• 29 days holidays plus bank holidays, with option to buy or sell up to 5 days.
• Discounts on Aviva products and other retailer discounts (up to 40%).
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and Save As You Earn scheme.
• Supportive policies including parental and carers leave.
• Flexible benefits to suit you, including sustainability options such as cycle to work.
• Paid volunteering days and wellbeing resources.
• Explore more about total rewards through our tools and resources.

Aviva Is For Everyone

We’re inclusive and welcome applications from all backgrounds and experiences. If you’re excited but don’t tick every box, we still encourage you to apply. We consider flexible working arrangements, including part-time and job shares. We flex locations, hours, and patterns to suit our customers, business, and you. Most of our people spend at least 50% of their time in offices, balancing flexibility with collaboration.

Take a look to learn more about us and the opportunities we offer.