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Customer Relations Technical Specialist

2 months ago

York, York City, United Kingdom Hiscox Full time

About Hiscox

Hiscox is a leading brand in the insurance market, recognized for setting the standards others try to emulate. We deliver strong growth and exceptional returns, recruiting top talent and empowering them to excel.

About the Customer Relations Team

The Hiscox Customer Relations team handles complaints for our UK and London Market business, working in a fast-paced environment to identify and prevent future complaints. The team is empowered to handle, investigate, and resolve complaints in a fair and reasonable manner.

Key Responsibilities

  • Handle a portfolio of complex insurance complaints, managing and prioritizing your own workload to meet regulatory timescales.
  • Investigate and analyze complaints to achieve fair and reasonable outcomes for customers, working with all areas of the business to understand the nature of the complaint.
  • Interact directly with customers, communicating clearly and professionally, and demonstrating integrity and 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 drive superb service across the business, working with relevant business areas and senior stakeholders to implement changes.
  • Act as a technical referral point and provide guidance to other members of the Customer Relations team and other areas of the business.
  • Maintain and develop your own technical knowledge of our business, FOS, and relevant regulatory requirements.

Person Specification

  • A confident, driven individual who can build relationships with internal and external stakeholders and work well individually and as part of a team.
  • A confident and dynamic approach to problem-solving.
  • Exceptional organizational skills, time management, and high attention to detail, with a proven track record of working effectively under pressure.

Requirements

  • Previous experience in a similar technical complaints role and/or previous experience within the insurance sector.
  • Willingness to 'go the extra mile' and provide exceptional service to internal and external customers.
  • Comfortable working 'in the grey' and determining what is right, with the ability to stand by your decisions.
  • Ability to challenge current processes and operations through influencing and negotiating skills.
  • Excellent communication skills, with the ability to communicate verbally and in writing in a clear and effective manner.
  • Ability to influence senior stakeholders internally and build relationships to effect change.
  • Confident, accurate, and credible with external regulators, such as Lloyds regulators and financial ombudsmen.
  • Planning and organizational skills, with the ability to work independently to resolve individual complaints and be a participating and supportive team player.
  • A good understanding of the General Insurance market and an awareness of how different insurance products perform and different distribution methods.