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Case Administrator

Location: Bristol, England, United Kingdom


Job Number: 809

External Description: Here at Aviva we provide a variety of insurance products for our customers. Life is full of unexpected twists and turns which may lead to our customers making a claim on their policy. When they do, we have a team of friendly, supportive and knowledgeable customer service advisors that assist them during that process to make it as simple and as stress-free as possible. This Case manager role would be a FTC for 8 months. Our Case Managers are frontline, speaking with policy holders; they are brand ambassadors, customer service experts and are integral and invaluable to Aviva as a business. The role: Support the management of redress cases from initial customer contact through to payment of redress. Assist the customer through the redress process, owning an individual case load. Develop and improve the customer journey at every interaction. Ensure cases are handled in accordance with internal guidelines, regulatory requirements, timescales and to a high-quality standard. Identify and act upon opportunities to improve the process and customer outcomes. Associated complaints are identified and recorded to support mitigation action. Strong controls are in place to ensure case progress and outcomes are well managed with clear audit trails. See to cases outside of tolerance are escalated. What skills and experience are we looking for? Experience in and knowledge of advice-related complaints handling in a regulated environment. Understanding and awareness of conduct risk and its management across a large and complex organisation. Strong communication skills written and verbal. Excellent organisational and efficiency skills. Proven relationship management experience. What will you get for this role? Salary of £17,000 (pro rata) depending on skills, experience and qualifications Generous defined contribution pension scheme Holiday allowance, plus bank holidays and the option to buy/sell up to 5 additional days( pro rata) 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: One of Aviva's core values is Care More, and this is brought to life through the flexible ways we like 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 Anum Kassam in the Recruitment team on 0121 234 6678.

Job Number: R-79551

Community / Marketing Title: Case Administrator

Location: Bristol, England, United Kingdom