Job Type: Permanent Build a brilliant future with Hiscox Position: Customer Relations Technical Handler Reporting to: Customer Relations Manager Location: York Office (with some regular homeworking permitted) Type: Permanent – full time role Band: I/II (dependent on experience) 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 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 About Hiscox As an international specialist insurer we are far removed from the world of mass market insurance products. Instead we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things. We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions. Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places. Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds good to you, get in touch. You can follow Hiscox on LinkedIn, Glassdoor and Instagram (HiscoxInsurance) We anticipate the successful candidate for this role will be in the office up to 3 days per week. LI-AE1 Work with amazing people and be part of a unique culture