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Permanent Build a brilliant future with Hiscox
About Hiscox UK
Hiscox UK is a leading brand in the insurance market, recognised as setting the standards others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting only the very best and empowering them to deliver. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.
About the Customer Relations Team
Working in a fast-paced, ever-changing environment, the Hiscox Customer Relations team handle complaints for our UK and London Market business. The team are empowered to handle, identify and prevent future complaints, using a range of techniques to ensure we are consistently treating customers in a fair and reasonable manner.
What you’ll be doing:
- Handling a portfolio of complex insurance complaints in a fast paced environment, managing and prioritising your own workload ensuring all regulatory timescales are met
- Thoroughly investigating and analysing complaints to achieve fair and reasonable outcomes for our customers. Working with all areas of the business to understand the nature of the complaint and resolving this in an efficient manner
- Interacting directly with customers both over the phone and email, communicating clearly, concisely and in a professional manner. Demonstrating integrity and adopting a human approach
- Identifying and supporting customers with characteristics of vulnerability during the complaints process
- Liaising with the Financial Ombudsman Service regarding cases escalated to them. Confidently challenging FOS views where the evidence supports this
- Identifying root causes and complaint trends, to assist in driving superb service across the business. You will work with the relevant business areas and senior stakeholders to identify and implement any necessary changes to prevent future complaints and improvements to our service offering
- Acting as a technical referral point and providing guidance to other members of the Customer Relations team, as well other areas of the business
- Maintain and develop your own technical knowledge of our business (products, cover and service), FOS and relevant regulatory requirements
- Undertaking any other duties as may reasonably be required in line with the level of responsibility of the role and to meet the changing needs of the business
Person Specification
- A confident, driven individual who is able to build relationships with internal and external stakeholders and work well both individually and as part of a team
- A confident and dynamic approach to problem solving
- Exceptional organisational skills, time management and high attention to detail with a proven track record of working effectively under pressure
Our must-haves:
- Previous experience in a similar technical complaints role and/or previous experience within the insurance sector
- Willing to ‘go the extra mile’ and give exceptional service every time to internal and external customers
- Be comfortable working ‘in the grey’- determining what is right and being prepared to stand by your decisions
- Ability to challenge the current processes and operations through the use of influencing and negotiating skills
- Excellent communication skills – it is a necessity to be able to communicate both verbally and in writing in a clear and effective manner
- Ability to influence senior stakeholders internally and build relationships, in order to effect change
- Confident, accurate and credible with external regulators, such as Lloyds regulators and financial ombudsmen
- Planning and organisational skills: ability to work by themselves to resolve individual complaints, and be a participating and supportive team player.
- A good understanding of the General Insurance market and an awareness of how different insurance products perform and different distribution methods
Our nice to haves:
- In-depth understanding of the General Insurance market and an awareness of different insurance products and distribution methods
- Previous use of iCasework desirable
Diversity and flexible working at Hiscox
At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We also know that working life doesn’t always have to in the office, and as long as it’s safe to do so, we will be operating a hybrid way of working to encourage a healthy work life balance, with 3 days in the office per week.
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