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Technical Customer Relations Specialist
3 months ago
Job Type:
Permanent Build a successful career with Hiscox
About Hiscox UK
Hiscox UK stands as a prominent name in the insurance sector, recognized for establishing benchmarks that others aspire to reach. We consistently achieve robust growth and outstanding returns by recruiting top talent and empowering them to excel. Our clientele is diverse and unique, united by our commitment to providing specialized insurance tailored to their specific needs.
About the Customer Relations Division
Operating in a dynamic and fast-paced environment, the Hiscox Customer Relations division addresses complaints for our UK and London Market operations. The team is empowered to manage, identify, and mitigate future complaints, employing various techniques to ensure fair and reasonable treatment of customers.
Key Responsibilities:
Managing a portfolio of intricate insurance complaints in a high-pressure environment, prioritizing your workload to meet all regulatory deadlines Conducting thorough investigations and analyses of complaints to reach fair and reasonable resolutions for our clients. Collaborating with various departments to comprehend the nature of the complaint and resolve it efficiently Engaging directly with clients via phone and email, communicating clearly, concisely, and professionally. Demonstrating integrity and a human-centered approach Identifying and assisting clients with vulnerabilities throughout the complaints process Coordinating with the Financial Ombudsman Service on escalated cases, confidently challenging their views when supported by evidence Recognizing root causes and complaint patterns to enhance service quality across the organization. Collaborating with relevant departments and senior stakeholders to identify and implement necessary changes to prevent future complaints and improve our service offerings Serving as a technical resource and providing guidance to other members of the Customer Relations division, as well as other business areas Continuously developing your technical knowledge of our business (products, coverage, and services), FOS, and relevant regulatory requirements Performing any other duties as reasonably required in line with the role's responsibilities and the evolving needs of the businessCandidate Profile
A confident and driven individual capable of building relationships with internal and external stakeholders and working effectively both independently and as part of a team A proactive and dynamic approach to problem-solving Exceptional organizational skills, time management, and a keen attention to detail with a proven history of performing effectively under pressureEssential Qualifications:
Prior experience in a similar technical complaints role and/or within the insurance industry A commitment to delivering exceptional service consistently to both internal and external clients Comfort in navigating ambiguous situations and making sound decisions Ability to challenge existing processes and operations using influencing and negotiation skills Excellent communication skills – the ability to convey information clearly and effectively in both verbal and written forms is essential Capacity to influence senior stakeholders internally and foster relationships to drive change Confidence, accuracy, and credibility when dealing with external regulators, such as Lloyds regulators and financial ombudsmen Strong planning and organizational skills: ability to independently resolve individual complaints while being a supportive team player. A solid understanding of the General Insurance market and awareness of how various insurance products perform and the different distribution methodsPreferred Qualifications:
In-depth knowledge of the General Insurance market and familiarity with various insurance products and distribution methods Previous experience with iCasework is desirableCommitment to Diversity and Flexible Working at Hiscox
At Hiscox, we value our people. We recruit the best talent for the role and are dedicated to fostering diversity and creating an inclusive culture, which we believe drives success. We understand that work-life balance is essential, and we promote a hybrid working model to support this.
Work with exceptional individuals and be part of a unique culture
