Claims Case Manager

Aviva Direct Ireland Limited; Eastleigh; On-site; GBP 27,000; Full time

Job summary

A major insurance company in Eastleigh is seeking a Claims Case Manager to support clients during their absence due to income-related issues. You will manage complex cases requiring empathy and provide telephony support. The role requires excellent judgement and negotiation skills. The starting salary is approximately £27,000, with benefits including a bonus opportunity, generous pension scheme, and flexible working arrangements.

Benefits

Bonus opportunity – 6% of annual salary

Generous pension scheme with up to 14% contribution

25 days holiday plus bank holidays

Up to 40% discount on Aviva products

Up to £1,200 of free shares per year

Flexible benefits including cycle to work

Paid volunteering days

Qualifications

• Experience in the insurance sector or income protection knowledge is desirable.
• Able to converse effectively with various customers both verbally and in writing.
• Confidently explain reasoning behind decisions and negotiate with customers.
• Good planning, negotiation, and organizational/time management skills.
• Desire for continuous personal development.

Responsibilities

• Support customers in their time of need regarding income protection claims.
• Manage complex and sensitive absences with high empathy.
• Provide telephony support and assess claims for benefits.

Skills

Telephony capability

Judgement and decision-making

Planning and organization

Adaptability and resilience

Job description

Claims Case Manager – Salary circa £27000

Do you enjoy speaking with people on the phone?

Do you have an eye for numbers and the ability to perform financial calculations related to someone's income?

Are you naturally inquisitive, open to challenges and able to simplify ways of working?

Join an employer who encourages you to grow and develop with a great benefits package and many wellbeing incentives!

A bit about the job:

We are currently expanding our team of Claims Assessors 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 form 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.

100% office attendance will be required for a minimum of 6 months and then potential of some home working dependent on progression in line with Step progression framework.

Skills and experience we’re looking for:

• Experience of working within the insurance sector or previous income protection knowledge is desirable but not essential.
• Excellent telephony capability and able to converse with a variety of customers both verbally and in writing.
• 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.
• Adaptability, resilience, and desire for continuous personal development in an environment of healthy and appropriate challenge.

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 Aviva Communities and use your 3 paid volunteering days to help others.
• We take your wellbeing seriously with lots of support and tools.

Take a look 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 welcome everyone – 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 at least 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 here.

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 [e-mail].