Want the lowdown on what it’s really like working in Claims at LV=? We caught up with Senior Claims Consultant, Joss, to find out all about her role, her career so far and why she loves working at LV= Bristol.
Joss' LV= journey so far
2010 - Joined LV= as a Claims Handler
2016 - Promoted to Senior Claims Consultant
2018 - Became a home worker
“The best thing about my role is the variety”
As a Senior Claims Consultant, my role’s all about supporting other members of the team. That means stepping in for the team leader when they’re not around, monitoring calls, allocating work for everyone and dealing with escalated calls. The best thing about my job is the variety. You never know what calls are going to come through - each person you speak to is different and so are their needs. I love having the freedom to do the right thing for every customer - helping them get back to normality as quickly as possible.
“We’re here to help customers get their lives back on track”
As the customer’s first point of contact, the Claims team are the voice of LV=. The most important thing for us to do is listen and focus on trying to get to the bottom of what the customer wants so we can then see if we can facilitate it. I’ve never worked for a company as customer driven - we really do put the customers at the heart of what we do. That means looking after them from the first time they call us until their car is repaired or their claim has been settled. LV= doesn’t have targets like other companies. Here, it’s about doing what’s best for the customer - that’s what’s rewarded. Ultimately, we’re here to help customers get their lives back on track.
“I’ve never worked for a company who care so much about their people”
Wellbeing is such a big thing at LV= GI – they seem to really care about their people. Coming back to work after my second child was difficult and I was quite anxious about it - but LV= gave me all the time I needed to get trained up on the new systems, making sure I was 100% happy before going back into my role. Then I applied for home working which made it even better for me. Now I just go into the office once a month to catch up with people and see what’s going on - there’s always something fun happening and it’s a really social place to work!
“We really do put the customers at the heart of everything we do”
There’s a different feel here to other call centres and insurance companies - we’re constantly evolving our systems, processes and the way we work - and we really do put the customers at the heart of everything. At LV= GI Bristol, there’s a good mix of people with different levels of experience - from school-leavers to retirees. So even if you don’t have any experience, if you’re good at talking people and willing to give it a go, it’s a great opportunity for anyone from any background.
Whether you’re already in a Claims role or looking to kickstart your career in a customer-centric culture, we’re going to have plenty of opportunities for you to join our team at LV= GI throughout 2021. Register your interest here.