Case Manager

Location: Eastleigh, England, United Kingdom

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Job Number: 619

External Description: We are currently recruiting for an exciting opportunity within our Group Income Protection Claims Team. You will join a phenomenal, encouraging team as a Case Manager and your purpose will be to support our corporate customers with their absent employees. In doing this you will liaise with both the corporate company and their employees. The support you 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. You will need to be compassionate within the role as many of the absences you handle will be complex, sensitive and require high levels of understanding; the nature of our work means that you are often supporting individuals that are undergoing treatment, financial difficulties and sometimes life-changing circumstances. You should have excellent interpersonal skills and demonstrate the ability to communicate decisions in a clear and compassionate manner, whilst also recognising the terms of the contract. We are looking for adaptable and hardworking individuals who can provide the kind of customer happiness we can be proud of. You will handle your own portfolio of claims, providing support and continuity of care for both employer and employees. You will be expected to collaborate with a team of peers to ensure the best outcomes for the customer using a multidisciplinary approach; including rehabilitation, motivational interviewing, case management, claims assessment and relationship management. You will be fully supported in training within an experienced team on both a 1:1 basis and through peer mentoring. Learning is continuous, and a range of developmental courses are provided both in house and externally. Working hours are 8:30am – 16:00pm / 9:30pm – 17:00pm, Monday – Friday. Key Responsibilities: Manage and develop relationships with our customers, brokers/IFAs, third parties, suppliers and other areas of the business; with the potential of face to face visits Handle a portfolio of new and review cases; providing a full rehab and claims support where appropriate; pulling on experienced support where required Confidently discuss complex and sensitive medical information in depth with customers at an early stage Request and interpret medical, financial and occupational information, as necessary to provide the right support at the right time Provide an extraordinary standard of customer service, both written and via the telephone Experience, Skills and Qualifications: Educated to GCSE Level or equivalent Experience of working within the insurance sector is desirable, although not essential Proven track record in successfully handling relationships with customers or suppliers, again desirable but not essential Excellent telephony capability An understanding of how health, social and economical issues might influence an individuals response to illness and the course of their recovery Good judgement and decision-making skills; expertly able to explain reasoning behind decisions and negotiate with customers You should be able to analyse evidence and take appropriate action Ability to work on own and as part of a team Good planning, negotiation and organisational/time management skills What will you get for this role? Salary of £18,500 - £25,000 depending on skills, experience and qualifications Generous defined contribution pension scheme Annual performance related bonus and pay review Minimum 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 Additional Information and Equal Opportunity One of Aviva's core values is Care More, and this is brought to life through the flexible ways we love 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. Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all. As a disability confident employer, we guarantee to interview anyone with a disability (as defined in 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 email the contact listed in the advert to notify us that you meet the conditions for the guaranteed interview scheme. We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Lacey Lane Mckoy in the Resourcing team on 0121 234 7612 or Lacey.lane-mckoy@aviva.com

Job Number: R-75706

Community / Marketing Title: Case Manager

Location: Eastleigh, England, United Kingdom