Customer Relations Technical Handler

2 weeks ago

York, York City, United Kingdom Hiscox Full time £30,000 - £60,000 per year

Job Type:

Permanent

Build a brilliant future with Hiscox

About Hiscox UK

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

About the Customer Relations Team

A fast-paced and ever-changing environment, the Hiscox Customer Relations team handle complaints for our UK and London Market business. Meaning the complaints we review are wide and varied, working with all areas of the business. The team are empowered to handle, identify and prevent future complaints, using a range of techniques to ensure we are consistently treating customers in a fair and reasonable manner.

What you'll be doing:

  • Handling a portfolio of complex insurance complaints, managing and prioritising your own workload ensuring all regulatory timescales are met whilst reaching a fair outcome
  • Working with all areas of the business to understand the nature of the complaint and resolving this in an efficient manner, whilst also developing your own knowledge and expertise in the process
  • Liaising with the Financial Ombudsman Service regarding cases escalated to them. Confidently challenging FOS views where the evidence supports this and sharing key learnings with relevant stakeholders
  • Identifying root causes and complaint trends, to assist in driving superb service across the business. You will work with the relevant business areas and senior stakeholders to identify and implement any necessary changes to prevent future complaints and improvements to our service offering
  • Acting as a technical referral point and providing guidance to other members of the Customer Relations team, as well other areas of the business

Person Specification

  • Minimum two years' experience in a technical complaint handling role, ideally within Financial Services or two years' experience within the insurance sector in a customer facing role
  • Knowledge and proven application of relevant regulatory requirements including DISP, Consumer Duty, IDD, Vulnerable Customers and IDD
  • 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

  • Exceptional organisational skills, time management and high attention to detail whilst working effectively under pressure

  • Be comfortable working 'in the grey'- determining what is right and being prepared to stand by your decisions

  • Ability to challenge the current processes and operations through the use of influencing and negotiating skills

  • Excellent communication skills – it is a necessity to be able to communicate both verbally and in writing in a clear and effective manner

  • Previous experience in a similar technical complaints role and/or previous experience within the insurance sector

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we're committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn't always have to be 'nine to five' and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role.

Work with amazing people and be part of a unique culture

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