Customer Service Apprentice

In Summary
If you're the kind of person who takes pride in delivering first class customer service, then this could be the route for you

Job Description

Locations: Bristol, York, Glasgow, London or Norwich

Claims are at the heart of our business. It's where customers really get to feel the benefit of what we do. That's why our Claims teams are so important. They're there for customers when something goes wrong and to help get things back to normal as soon as possible.

Claims can be for little things - a broken window or a leaky washing machine. Or they can be for major life events like a serious car accident. No claim is the same, which means you'll never know what you'll encounter from one day to the next.

Our claims roles are varied, each one has its own learning journey. But join us as a Claims Apprentice and you'll be learning from some of the most passionate and caring colleagues in our business. What's more, you'll be able to earn a salary while working towards qualifications and enjoy a permanent role from day one.

What does it involve?

Across our Claims business we offer three levels of apprenticeship qualification. These roles all have a specialist element, which could be customer, supply chain management or even marine claims You will have the opportunity to confirm your preference(s) on your application form.

Customer and Casualty Claims
Level 3 (England), SCQF6 (Scotland)
Locations: Glasgow and Norwich

As a customer Claims Apprentice you'll start by learning the ropes within one of our Motor Claims Notification teams. These are the people our customers call when they first want to notify us about a claim, so you can expect to deal with customers on the phone and by email on a daily basis. After this, your next placement is likely to be in a more specialist team, such as Liability or Loss, giving you the chance to develop more detailed and specialised experience and knowledge. From here, you could move to a different area to broaden your experience still further or decide to dive deeper into a specialism.

Individual Customer Protection Claims
Level 4 Insurance Professional
Location: York

Aviva paid more than 50,000 individual protection claims last year to a value of over 1 billion. To help us continue to deliver on our promises, we're looking for Life Claims Assessors who are ready to be part of our amazing team that settles 98.3% of all individual protection policies.
You'll be joining a highly motivated team to assess life insurance cover, terminal illness and critical illness cover insurance claims - from investigation, to keeping customers informed and through to claim outcome, providing exceptional customer service.

You'll review extensive medical records including hospital consultant and medical test results, and therefore will ideally having knowledge of human biology or a medical background will be helpful - but it's not essential. You will develop a deep understanding of compliance, regulation and claims standards along with building exceptional care and empathy to ensure customer welfare and support are always front of mind.

Marine Claims Apprentice
Level 4 Insurance Practitioner
Location: London

As a Marine Claims Apprentice, you will be responsible for being the first port of call for our customers when they make a claim on their marine insurance. It might be for a boat or even a submarine You will work with our internal and external partners to handle marine losses, utilising our philosophies and standards to deliver brilliant customer-focussed and commercial outcomes. You will also become an expert in identifying fraud and work with external specialists.

Property Claims Apprentice
Level 4 Insurance Practitioner
Location: Perth

Do you love helping others fix tricky problems? If so, be a part of our Technical Claims Service where you will work with partners to handle claims on property insurance policies and deliver brilliant customer-focussed and commercial outcomes.

Technical and Financial Claims
Level 6 Insurance Practitioner
Location: Bristol

Our Financial and Technical Claims teams work on some of Aviva's biggest and most complex cases. You might be looking at large property or financial claims to help our customers get their businesses or homes back on track. You will work in small specialist teams (some of the best in the industry) to build your knowledge and confidence while delivering brilliant commercial customer outcomes. Throughout, you'll study for a Level 6 Apprenticeship, which is equivalent to a degree.

What's in it for you?

• A salary of 23,900 per year
• Paid study time and support towards professional qualifications
• A permanent job from the start
• A great support network to help you grow into your role
• 25 days holiday, plus bank holidays
• Contributory pension scheme
• Discounts on all Aviva products
• Eligible for a performance-related bonus
• Flexible working and wellbeing support
• Paid volunteering time to get involved in projects and local communities

What do we look for?

To join us on a Level 3 Apprenticeship, you'll need at least five GCSEs or Scottish National 5s at grades A -C (9-4) or have equivalent qualifications. These must include English and Maths.

For a Level 4 and 6 Apprenticeship, you will need the above qualifications plus have, or be on track to achieve, at least three A Levels (grades B, C, C or above) or four Scottish Highers (grades B,B,B,C or above) - or a Level 3 equivalent qualification.

New insights, perspectives, and diversity of thought are invaluable to us. Which is why you don't need any previous experience in claims to apply.

Instead, we're looking for:

• A genuine passion for helping customers
• Excellent communication skills
• Someone who can show initiative and look for different ways to get the best outcome for our customers and our business
• The ability to work independently and as part of a team
• Good prioritisation and planning skills Most importantly, you'll need to be naturally curious, keen to take the lead when it comes to your own development, and excited by the prospect of building a long-term career with Aviva.

Where will you be based?

These apprenticeships can be based in Bristol, Glasgow, York, London or Norwich. It's likely you'll balance time in the office with working from home. We call this smart working. Three days in the office and two days from home is a typical example, but that can vary. When you join us, your leader will discuss what works best for you, your team, and the business.

Smart working means you'll still need to live within commuting distance of the office you'll be based in. That way, you will get to spend time with your team in person as well as virtually. It'll also help you access the support and people that will help you succeed.

About Us

We're a leading international insurance, savings, retirement, and investment business. We're here to help our customers plan for the future and, when the worst happens, make things right.

You might be thinking that we're just another boring, corporate firm. But we don't all wear suits and shiny shoes here. We're proud to be different and just like our customers, our people are a diverse mix of cultures, genders, ages, perspectives, and ideas.

What's the application process?

Please note: If we have a lot of responses, applications may close early. So, it's best to apply as early as you can.

Start by pressing 'apply' to be taken through to our online application.

There, you'll be asked to complete a short questionnaire about your motivations, and submit it along with a copy of your CV.

If you match our criteria (or get pretty close), we'll ask you to complete a situation strength test and an online numerical reasoning test.

Pass that and next will be a video interview.

The final stage is a virtual assessment day, with tasks that enable you to show us what you're good at and what you enjoy.

Impress us there and we'll offer you a role to start in September 2024.

Additional Information

We are inclusive - we want applications from people with diverse backgrounds and experiences.

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply? And if you're in a job share just apply as a pair.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working - spending around 60% of their time in our offices and 40% at home.

We interview every disabled applicant who meets the minimum criteria for the role. During your application, there will be an opportunity for you to send us an email stating that you have a disclosed disability.

Please submit your application online if you can. But if that presents a problem, just email (url removed) and we'll arrange an alternative method.

To find out more about working at Aviva in general, take a look here .

• Scheme Type: Apprenticeship
• Date Added: 15 December 2023

---