Customer Relations Technical Specialist

4 weeks ago


York, York City, United Kingdom Hiscox Full time

About the Role:

Hiscox UK is a leading brand in the insurance market, recognised for setting the standards others try to emulate. We deliver strong growth and exceptional returns, recruiting the best and empowering them to deliver. Our customers are diverse and unique, united by our ability to provide specialist insurance tailored to their needs.

Job Summary:

As a Customer Relations Technical Specialist, you will handle a portfolio of complex insurance complaints in a fast-paced environment, managing and prioritising your own workload to ensure all regulatory timescales are met. You will thoroughly 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 resolve it efficiently.

Key Responsibilities:

  • Handling complex insurance complaints in a fast-paced environment
  • Investigating and analysing complaints to achieve fair and reasonable outcomes
  • Interacting with customers over the phone and email, communicating clearly and professionally
  • Identifying and supporting customers with characteristics of vulnerability during the complaints process
  • Liaising with the Financial Ombudsman Service regarding cases escalated to them
  • Identifying root causes and complaint trends to drive superb service across the business
  • Acting as a technical referral point and providing guidance to other team members
  • Maintaining and developing your own technical knowledge of our business, FOS, and regulatory requirements

Requirements:

  • A confident, driven individual with excellent communication skills
  • Previous experience in a similar technical complaints role and/or within the insurance sector
  • Ability to work well under pressure and manage multiple priorities
  • Excellent organisational skills and attention to detail
  • Ability to influence senior stakeholders and build relationships

About Hiscox:

Hiscox is a leading brand in the insurance market, recognised for setting the standards others try to emulate. We deliver strong growth and exceptional returns, recruiting the best and empowering them to deliver. Our customers are diverse and unique, united by our ability to provide specialist insurance tailored to their needs.



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