Customer Relations Technical Specialist

2 months ago


York, York City, United Kingdom Hiscox Full time
About the Role

We are seeking a highly skilled and experienced Customer Relations Technical Handler to join our team at Hiscox UK. As a key member of our Customer Relations team, you will be responsible for handling complex insurance complaints in a fast-paced environment, ensuring all regulatory timescales are met.

Key Responsibilities
  • Investigate and analyse 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 it in an efficient manner.
  • Interact directly with customers, communicating clearly, concisely and in a professional manner, demonstrating integrity and adopting a human approach.
  • Identify and support customers with characteristics of vulnerability during the complaints process.
  • Liaise with the Financial Ombudsman Service regarding cases escalated to them, confidently challenging FOS views where the evidence supports this.
  • Identify root causes and complaint trends, to assist in driving superb service across the business, working with relevant business areas and senior stakeholders to identify and implement any necessary changes to prevent future complaints and improvements to our service offering.
  • Act as a technical referral point and provide guidance to other members of the Customer Relations team, as well as other areas of the business.
  • Maintain and develop your own technical knowledge of our business (products, cover and service), FOS and relevant regulatory requirements.
Requirements
  • 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.
What We Offer

We offer a competitive salary and benefits package, as well as the opportunity to work with a leading brand in the insurance market. We are 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 be 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.

Join us and be part of a unique culture that values collaboration, innovation and customer satisfaction.



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