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job description:

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. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.

The role

We will consider candidates with or without claims or Insurance experience.

You'll deliver super service to our Hiscox customers and key brokers whilst maintaining and enhancing the Hiscox reputation for its award winning claims handling service. You will be required to liaise with key stakeholders, internally and externally.

Working for the Hiscox In-house claims team you’ll enjoy a fast-paced, exciting environment with a high level of autonomy. We encourage people to look for the best way to do things and suggest improvements. It is a place where you can truly make a difference and develop beyond the day job. Service is at the centre of what we do so we are looking for service orientated individuals who put the customer first and are empowered and equipped to make their own decisions on claims and give a level of customer service others revere.

The team and Team Leaders are invested in both personal and technical development, are trusting, straight-talking and uncompromising when it comes to service.

What you’ll be doing:

• Deliver world class customer service daily, respecting the Hiscox claims philosophy
• Handle telephone calls from policyholders, brokers, third parties, loss adjusters and other experts on new and existing claims
• Take claim notifications over the phone directly from customers and progress their claim in the most appropriate manner
• Reviewing and confirming Hiscox’s policy coverage position
• Negotiate and settle claims fairly and proactively with an emphasis on prompt resolution and ensuring the customer is kept informed
• Meet and exceed pre-defined SLAs/targets
• Demonstrating excellent file handling and claims management through pro-active portfolio management; accurate and timely reserving; effective risk and indemnity costs management
• Work unsupervised and show initiative in your claims handling approach; understand that each customer is different and be able to adapt your style accordingly
• Promoting and delivering a continuous improvement culture within the UK Property Claims team to deliver a superior customer experience, assisting in the continuous improvement of our Claims service by identifying areas of opportunity and helping create innovative solutions

person specification:

Our must-haves:

• Experience within a customer centric environment
• Team player, able to band together as a team when volumes are high without compromising service
• Customer centric; Understands what exceptional customer service is and wants to deliver it
• Calm and works well under pressure
• Outstanding communication skills – face-to-face, written and telephone including excellent listening skills
• Ability to evidence strong organisational and time management skills
• Excellent interpersonal skills and the ability to quickly establish credibility and long lasting relationships within the team, the wider business and with external partners
• Highly results driven, with the energy and determination to succeed in an environment where the pace and quality of response is critical to success

Our nice to haves:

• Working toward CII qualifications, or willingness to start
• Experience within Insurance and/or claims

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 understand that working life doesn’t always have to be ‘nine to five’ and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role. We’ve introduced new hybrid ways of working to encourage a healthy work life balance. We see it as the best of both worlds: structure and sociability on one hand, and independence and flexibility on the other.