Customer Relations Handler York, England
Job description
job description:
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 insurance complaints in a fast paced environment
- Develop and deliver timely, accurate and effective responses using the appropriate communication medium (written or verbal)
- Resolving complaints to an amicable outcome, considering any level of redress for distress and inconvenience
- Act as a key contact for regulatory and ombudsman referred complaints
- Be flexible and professional under pressure, with strong interpersonal skills and a focus on succeeding in a challenging environment
- Support root cause analysis activity to identify complaint trends and contribute to mitigating the reputational and financial risk of complaints through timely and accurate recording of case information
person specification:
Our must-haves:
- Experience working within the insurance market resolving FCA regulated complaints
- Be happy 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.
- Planning and organisational skills: ability to work by themselves to resolve individual complaints, and be a participating and supportive team player.
Our nice to haves:
- In depth understanding of the wider General Insurance market
- 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 have also learned over the past 15 months that working life doesn’t always have to be in the office, and when it’s safe to do so, we will be introducing hybrid ways of working to encourage a healthy work life balance.
We anticipate the successful candidate for this role will be in the office a minimum of 2 days per week. We see it as the best of both worlds: structure and sociability on one hand, and independence and flexibility on the other.
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