Case Manager

10 Jan 2018
09 Feb 2018
Contract Type
Full Time
Starting salary: £26,000+ dependent on experience

Working hours: 8:30 – 16:00 / 9:30 – 17:00, Monday – Friday

We are currently recruiting for experienced Case Managers within our Group Income Protection Claims Team based in Eastleigh.


Your purpose will be to support our corporate customers with their absent employee’s. In doing this you will liaise with both the corporate company and their employee. 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 of 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 communicate decisions in a clear and compassionate manner, whilst also recognising the terms of the contract. In return, we frequently receive rewarding feedback from our customers…

“I just wanted to say thank you for all of your help regarding my situation. Out of everyone I’ve tried speaking to about it all, you are the only person who has actually listened and done what they can to help. At this stage in my life, things are pretty difficult anyway without all of this pay confusion on top of it all. So I just wanted to let you know that your help and understanding means more than you could know”. – A compliment received from a customer in 2016.

What you will be doing

You will manage 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.

Training will be fully supported within an experienced team on both a 1:1 basis and through peer coaching. Learning is continuous and a range of developmental courses are provided both in house and externally.

Key Responsibilities

Manage and develop a relationship with our corporate customers, brokers/IFAs, third parties, suppliers and other areas of the business; with the potential of face to face visitsManage a portfolio of new and review cases; providing a full rehab and claims support where appropriate; pulling on expert support where requiredConfidently discuss complex and sensitive medical information in depth with customers at an early stageRequest and interpret medical, financial and occupational information, as necessary to provide the right support at the right timeProvide an exceptional standard of customer service, both written and via the telephoneDemonstrate ongoing insight into relevant industry and Aviva developments, supporting any changes to process, practice or philosophyAbout You

We are looking for adaptable and enthusiastic individuals who are capable of drawing the kind of customer satisfaction we can be proud of.

Experience, Skills & Qualifications

Educated to GCSE Level or equivalentExperience of working within the insurance sectorProven track record in successfully managing relationships with customers or suppliersExcellent telephony capabilityAn understanding of how health, social and economical issues might influence an individuals response to illness and the course of their recoverySound judgement and decision making skills; confidently able to explain reasoning behind decisions and negotiate with customersAbility to analyse evidence and take appropriate actionProven ability to work on own and as part of a teamGood planning, negotiation and organisational/time management skillsAdaptability, resilience and desire for continuous personal development in an environment of healthy and appropriate challengeWhat you will get

You will get a competitive salary along with being entitled to our pay progression model, which means you get rewarded for your hard work.

As well as this our generous benefits include

Holiday allowance of 29 days plus bank holidays and the option to buy/sell up to 5 additional daysDefined contribution pension schemeFlexible working hoursBonusExcellent flexi-benefits package. Up to 30% discount on Aviva insurance products, plus discounts for Friends and Family.Additional Information

Bring to Aviva what makes you different and we’ll support you to do the best work of your life. We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty.

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.

We prefer all applications to be submitted online, however for alternate ways of applying or to discuss the opportunity in more detail please contact the recruitment team Saima Akram on 0121 779 1449.

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