Claims Customer Service Specialist

3 weeks ago

York, York City, United Kingdom Hiscox Full time

Job Type: Permanent

Build a Rewarding Career with Hiscox

Hiscox UK stands as a distinguished name in the insurance industry, recognized for setting exemplary standards that others aspire to emulate. Our history reflects robust growth and impressive returns, as we seek to recruit only the most talented individuals and empower them to thrive. Our diverse clientele includes affluent homeowners and innovative tech companies, united by our commitment to delivering tailored insurance solutions that meet their unique needs.

About the Position

We welcome applicants with experience in claims, as well as those who possess a strong customer service background in a dynamic environment.

Your main role will involve delivering exceptional service to our clients and brokers, while maintaining Hiscox's esteemed reputation for superior claims management. You will engage with key stakeholders both within the organization and externally.

Being part of the Hiscox claims team means operating in a vibrant, fast-paced setting with considerable autonomy. We encourage creative thinking and value suggestions for enhancement. This is an environment where you can truly impact and develop beyond your initial role.

Service excellence is our utmost priority, and we are looking for individuals who are dedicated to customer satisfaction and empowered to make informed decisions regarding claims, providing a service level that is widely respected.

The team and leadership are committed to fostering both personal and professional growth, promoting trust, open dialogue, and an unwavering commitment to service excellence.

Key Responsibilities:

  • Deliver exceptional customer service daily, adhering to the Hiscox claims philosophy
  • Manage a high volume of calls from various stakeholders regarding new and ongoing claims
  • Receive claim notifications from clients over the phone and oversee their claims efficiently
  • Assess and confirm Hiscox's policy coverage position
  • Negotiate and resolve claims fairly and promptly, keeping clients informed throughout the process
  • Surpass established SLAs/targets
  • Exhibit outstanding file management and claims oversight through proactive portfolio management
  • Work independently and demonstrate initiative in claims processing, tailoring your approach to each client
  • Encourage a culture of continuous improvement within the team to enhance the customer experience

Qualifications:

  • Excellent telephone communication skills
  • Experience in a customer-focused environment
  • Collaborative team player
  • Customer-oriented mindset with a commitment to delivering exceptional service
  • Ability to perform well under pressure
  • Strong organizational and time management abilities
  • Outstanding communication skills
  • Excellent interpersonal skills with the ability to build lasting relationships
  • Results-oriented with a strong work ethic
  • Capable of managing customer expectations and navigating challenging conversations

Preferred Qualifications:

  • Pursuing CII qualifications
  • Experience in insurance and/or claims

Diversity and Hybrid Working

At Hiscox, we embrace diversity and cultivate an inclusive culture that we believe drives success. We have adopted a hybrid working model to support work-life balance, providing flexibility while ensuring structure and collaboration.

The successful candidate is expected to work in the office up to three days a week. This model empowers you to effectively manage your work-life balance.

Become part of an exceptional team and experience a unique organizational culture.

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