Job Type: Permanent
Build a brilliant future with Hiscox
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. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique and are only united by our ability to provide specialist insurance tailored to their needs.
The role
We will consider candidates with claims experience; however, candidates without claims experience will be considered if they demonstrate a strong customer service background in a fast-paced dynamic environment. You'll deliver superb service to our Hiscox customers and brokers whilst maintaining and enhancing the Hiscox reputation for its award-winning claims handling service. You will be required to liaise with key stakeholders, internally and externally.
Working for the Hiscox claims team you’ll enjoy a fast-paced, exciting environment with a high level of autonomy. We encourage people to look for the best way to do things and suggest improvements. It is a place where you can truly make a difference and develop beyond the day job.
Service is at the centre of what we do so we are looking for service-oriented individuals who put the customer first and are empowered and equipped to make their own decisions on claims and give a level of customer service others revere.
The team and Team Leaders are invested in both personal and technical development, are trusting, straight-talking and uncompromising when it comes to service.
What you’ll be doing:
* Deliver world-class customer service daily, applying the Hiscox claims philosophy.
* Handle a high volume of telephone calls from policyholders, brokers, third parties, loss adjusters and other experts on new and existing claims.
* Take claim notifications over the phone directly from customers and progress their claim in the most appropriate manner.
* Review and confirm Hiscox’s policy coverage position.
* Validate, negotiate and settle claims fairly and proactively with an emphasis on prompt resolution and ensuring the customer is kept informed at all times.
* Meet and exceed pre-defined SLAs/targets.
* Demonstrate excellent file handling and claims management through proactive portfolio management; accurate and timely reserving; effective risk and indemnity costs management.
* Work unsupervised and show initiative in your claims handling approach; understand that each customer is different and be able to adapt your style accordingly.
* Promote and deliver a continuous improvement culture within the UK Property Claims team to deliver a superior customer experience, assisting in the continuous improvement of our Claims service by identifying areas of opportunity and helping create innovative solutions.
Our must-haves:
* An excellent telephone manner.
* Experience within a customer-centric environment.
* Team player, able to collaborate when volumes are high without compromising service.
* Customer centric; understands what exceptional customer service is and wants to deliver it.
* Calm and works well under pressure.
* Ability to evidence strong organisational and time management skills.
* Outstanding communication skills – face-to-face, written and telephone including excellent listening skills.
* Excellent interpersonal skills and the ability to quickly establish credibility and long-lasting relationships within the team, the wider business and with external partners.
* Highly results-driven, with the energy and determination to succeed in an environment where the pace and quality of response is critical to success.
* The ability to manage customer’s high expectations, deliver difficult messages and handle challenging conversations.
* Hybrid working style with a minimum of 2 days a week in the office and additional days for training and team meetings as required.
Our nice to haves:
* Working toward CII qualifications, or willingness to start.
* Experience within Insurance and/or claims.
Diversity and Hybrid working
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 have also learned over the past few years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work-life balance.
We anticipate the successful candidate for this role will be in the office up to 3 days per week in either our Colchester or York office.
This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.
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Work with amazing people and be part of a unique culture
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