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6 months ago
Location: Eastleigh
Job type: Permanent
Category: Call Centre Jobs
Claims Consultant


Customer Service Advisor (Claims Consultant)

Eastleigh (Chandlers Ford) - £17,000 to £19,000 + bonus + benefits

Full time 35 hours per week

Here at Aviva we provide a variety of insurance products for our customers. Unfortunately, life is full of unexpected twists and turns which may lead to our customers making a claim on their policy. When they do, we have a team of friendly, supportive and knowledgeable customer service advisors that assist them during that process to make it as simple and as stress-free as possible. Our Customer Service Advisors (Claim Consultant) are frontline, speaking with policy holders on a daily basis; they are brand ambassadors, customer service experts and are integral and invaluable to Aviva as a business.

Please click on the video link for an insight on how we help our customers at their times of need.

What you will be doing:

o Answering inbound calls from policy holders (approx. 20 per day) – talking and listening calmly to understand their needs. You will be able to put yourself in their shoes and be able to relate to their situation.

o Asking the customer questions to obtain relevant information that will assist you in processing their insurance claim

o Taking full ownership for your customer to get the right outcome for them on that first call whenever possible.

About You

What we are looking for:

o First and foremost, be a people person! You will love speaking to and engaging with customers on the phone and thrive working as part of a large, friendly team.

o Have had previous experience in a customer service related role. Knowledge of insurance products / financial services would be great, but more importantly you will be willing to learn.

o Always put yourself in your customer’s shoes - Be empathetic towards our customers, understanding and supporting them through a difficult period, making their claim journey easy for them and building their loyalty.

o Be a good fact finder. You will ask the right questions, at the right time to get the customers claim processed in the most effective way, guiding them every step of the way through their claim journey.

o Be meticulous and detail orientated. Only through meticulously checking facts and asking questions will you be able to weigh up information and make accurate decisions about the claim.

o You will be flexible to work a variety of shift patterns. Our opening Hours are Monday – Friday 8am-8pm and Saturdays 8am-1pm. Full time positions are 35 hours p/w. We can also consider part-time positions providing you can complete an initial 10-12 week training period on full-time hours. Typically, you can expect a week of late shifts once every 7 weeks and a Saturday once every 6 weeks and this is continuously reviewed.

So if you passionately believe in putting the customer first, want to be part of a friendly, supportive and hard-working team then this could be the role for you. Full training with be provided and we will support you on your journey to learn about our customers and the Health Claims business.

What you will get for this role:

o 25 days holiday plus bank holidays

o Pension

o Bonus.

o Up to 30% discount on Aviva insurance products, plus discounts for Friends and Family.

o Our offices are based in Chandlers Ford with bus services running from outside the office and a park and ride service for drivers

Earning Potential:

Typically, our Claims Consultants will progress from the starting salary of £17,000 on achieving the initial standard required following training. You will continue to develop in the role, with regular salary reviews as your progress through your development milestones. Beyond this, there are numerous opportunities within our business for people with the right skills, behaviors and attitude to be able to continue progression of their career aspirations.

One of Aviva’s core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.

About Aviva:

Our insurance, savings and investment products help approximately 31 million customers enjoy life today, knowing that tomorrow is covered. We definitely know how to look after our own people. If you love doing a phenomenal job to improve things for customers, you’ll be at home here. Help us build a future to be proud of and get ready to fulfil your potential with Aviva.

Additional Information:

Bring to Aviva what makes you different and we’ll support you to do the best work of your life.

We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty.

One of Aviva’s core values is Care More, and this is brought to life through the flexible ways we like to work. This may include working from home some of the time, or flexible work schedules to accommodate parent and carer responsibilities, further studies and hobbies.

We prefer all applications to be submitted online, however if you require an alternative method of applying please contact us directly

As a disability confident employer we guarantee to interview anyone with a disability, (As defined in the The Equality Act 2010) whose application meets the minimum criteria for the post. (By ‘minimum criteria’ we mean that you must provide us with evidence which demonstrates that you generally meet the level of competence required, as well as meeting any of the qualifications, skills or experience defined as essential). Please apply through the website. and then notify us that you meet the conditions for the guaranteed interview scheme.

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