Beverley Jones
Summary
Customer-focused claims and operations professional with experience handling insurance claims, resolving complex customer cases, and managing sensitive situations in high-pressure environments. Skilled in communication, relationship management, regulatory compliance, and prioritising competing workloads while maintaining exceptional customer service standards. Proven ability to build trust with clients, work collaboratively across teams, and deliver accurate, empathetic outcomes. Currently developing a long-term career within insurance and claims handling.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claims handler
Aviva
02.2026 - Current
- Manage insurance claims from initial notification through to resolution, ensuring accurate and empathetic customer support throughout the claims journey
- Handle a high-volume caseload while maintaining strong attention to detail and service standards
- Liaise with customers, internal departments, and third parties to progress claims efficiently and achieve fair outcomes
- Prioritise sensitive and time-critical cases while maintaining compliance with company procedures and regulatory standards
- Maintain accurate documentation and ensure all claims records meet compliance requirements
- Authorise payments up to £150,000 within delegated authority limits
- Support customers through difficult circumstances with professionalism, care, and effective communication
Claims handler
Everlast Gym
01.2026 - 12.2025
- Led, coached, and performance-managed team of PTs/instructors to enhance service delivery
- Drove PT revenue and fitness KPIs by implementing targeted strategies
- Facilitated engaging group classes and personalised one-on-one coaching
- Own class timetables and instructor deployment
- Serve as duty manager, ensuring H&S compliance and smooth operations
- Contributed to marketing efforts aimed at increasing member engagement while ensuring gym standards were met
Customer Service and Operations Analyst
NatWest
08.2023 - 06.2025
- Collaborated with team members to resolve complex customer cases and mitigate escalated concerns, improving overall customer experience.
- Worked with team members to resolve complex customer cases and mitigate escalated concerns.
- Resolved specialist mortgage portfolio queries to enhance customer satisfaction
- Maintained compliance with FCA and GDPR standards to ensure regulatory adherence
Wellbeing Personal Trainer
Nuffield Health
08.2021 - 08.2023
- Motivated clients through personalised training sessions to achieve fitness goals
- Cultivated strong relationships with clients to enhance understanding of their individual needs
- Created individual workout routines based on member fitness level.
- Communicated with clients to accurately identify fitness goals.
- Developed personalised fitness programmes for clients, incorporating nutrition advice and exercise routines to meet individual health goals.
Corporate life claims handler
Aviva
09.2015 - 04.2019
- Collected evidence through investigations, verified documentation from claim submissions and opened new cases in company systems to initiate claim processing activities.
- Retrieved claim records to verify policyholder information and coverage before processing claims.
- Provided exceptional customer service by addressing queries and concerns related to claims processes.
- Liaised with policyholders to gather necessary documentation and evidence for claim substantiation.
- Assisted with claims processing and coordinating necessary documentation.
- Analysed claim trends to identify potential fraud, contributing to risk mitigation strategies.
Skills
- Customer service
- Claims processing
- Risk assessment
- Compliance management
- Problem solving
- Effective communication
- Conflict resolution
- Time management
Certification
Education
Cert CII achieved
19 GCSE's A*-B including Maths & English
3 A levels A-C
Gap year
- 2 years spent travelling in New Zealand from 2019-2021
Timeline
Claims handler
Aviva
02.2026 - Current
Claims handler
Everlast Gym
01.2026 - 12.2025
Customer Service and Operations Analyst
NatWest
08.2023 - 06.2025
Wellbeing Personal Trainer
Nuffield Health
08.2021 - 08.2023
Corporate life claims handler
Aviva
09.2015 - 04.2019