Salary: Salary of up to £27,000 depending on skills, experience, and qualifications
We are currently expanding our team of Case Managers within our Income Protection Claims Team. Our purpose is to support a portfolio of customers, helping 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 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.
We are looking for adaptable and enthusiastic individuals who fit within our values of Care, Commitment, Community and Confidence.
You will have ownership of a portfolio of claims, working with internal and external stakeholders to give continuity of care and wellbeing. 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.
Training will be fully supported within an experienced team. Learning is continuous with a range of developmental courses provided both in house and externally.
Your working hours will be 35 hours per week, between 8.30am and 5pm. Aviva have adapted to a smart working philosophy, meaning that your time will be split between the office and home.
Duties & Responsibilities:
Develop and maintain relationships with our customers, third parties, suppliers, and other areas of the business.
Manage a portfolio of new and review cases providing an end-to-end customer journey, including rehabilitation support and claims assessment; Pulling on expert input where required.
Confidently discuss complex and sensitive medical information in depth with customers whilst Providing an exceptional standard of customer service.
Request and interpret medical, financial, and occupational information, as necessary for assessment of the claim and to provide the right support at the right time.
Skills & Experience required:
Experience of working within the insurance sector is desirable but not essential.
Excellent telephony capability.
Sound judgement and decision-making skills; confidently able to explain reasoning behind decisions and negotiate with customers.
Ability to work on own and as part of a team.
Good planning, negotiation, and organisational/time management skills.
Adaptability, resilience, and desire for continuous personal development in an environment of healthy and appropriate challenge.
What will you get for this role?
Salary of up to £27,000 depending on skills, experience, and qualifications.
Generous defined contribution pension scheme.
Annual performance related bonus and pay review.
Holiday allowance of 25 days plus bank holidays and the option to buy/sell up to 5 additional days.
Up to 40% discount for some Aviva products through “My Aviva Extras” plus discounts for Friends and Family. (Some exclusions apply)
Excellent range of flexible benefits to include a matching share save scheme.
Working at Aviva
At Aviva, we’re people with a purpose. To be with you today, for a better tomorrow.
We bring this to life by ensuring managing risk is at the heart of the way we all work. We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take ownership, and who make good decisions.
The way we do this is important too, we’re all about our people – that’s you – so we can be pretty flexible. If you want to work from home some of the time or change your hours so you can pick up your kids or care for someone in your family, we’re very open to that. In fact, we don’t advertise roles as either part or full time, because we know each person has different needs, just as each business area has different needs. So, it’s up to you to discuss working hours during your interview.
We care deeply about being inclusive and that means we encourage applications from people with diverse backgrounds and experiences. We want our employees to bring their whole self to work and that starts with you.
We interview every disabled applicant* that meets the minimum criteria for the job. Once you’ve applied, please send us a separate email stating that you have a disclosed disability, and we’ll make sure we interview you.
We’d love it if you could submit your application online. If you require an alternative method of applying, please give Alice Neal a call on 0121 200 5926 or send an email to email@example.com
*As defined in The Equality Act 2010*. By ‘minimum criteria’ we mean you should provide us with evidence which demonstrates that you generally meet the level of competence required and have the qualifications, skills or experience defined as essential to perform the role.