Job Description
Purpose of the Role
This role is a backfill position within the Personal Motor Claims team.
It functions largely as a switchboard-style first point of contact, responsible for directing inbound claims to the correct teams, resolving misdirects, and handling light administration.
Key Responsibilities
Customer Contact
- Act as the first line of contact for customers reporting motor claims.
- Capture key details such as registration, claim information, and relevant background.
- Carry out initial fact-finding and basic investigation before routing the claim.
- Provide a calm, helpful, customer-focused experience.
Claims Routing
- Identify whether the claim is for General Accident or another area.
- Route or re-route claims to the correct team using internal systems.
- Work within a separate claims platform/process specific to this business area.
Administration
- General admin tasks associated with claim logging and directing enquiries.
Candidate Profile
Success so far has come from a mixed background:
- Hospitality
- College leavers
- Retail / customer-facing roles
- Candidates with strong customer interaction skills and ability to work well in group environments
What Good Looks Like
- Strong communication skills
- Confident handling customer queries
- Ability to problem-solve and gather information
- Positive attitude and team-focused approach
About Aviva