Jobs in York, york, gb

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

Working in a fast-paced, ever-changing environment, the Hiscox Customer Relations team handle complaints for our UK and London Market 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 in a fast paced environment, managing and prioritising your own workload ensuring all regulatory timescales are met
• Thoroughly investigating and analysing 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 resolving this in an efficient manner
• Interacting directly with customers both over the phone and email, communicating clearly, concisely and in a professional manner. Demonstrating integrity and adopting a human approach
• Identifying and supporting customers with characteristics of vulnerability during the complaints process
• Liaising with the Financial Ombudsman Service regarding cases escalated to them. Confidently challenging FOS views where the evidence supports this
• 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
• Maintain and develop your own technical knowledge of our business (products, cover and service), FOS and relevant regulatory requirements
• Undertaking any other duties as may reasonably be required in line with the level of responsibility of the role and to meet the changing needs of the business

Person Specification

Our must-haves :

Our nice to haves :

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 know that working life doesn’t always have to in the office, and as long as it’s safe to do so, we will be operating a hybrid way of working to encourage a healthy work life balance, with 3 days in the office per week.

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Work with amazing people and be part of a unique culture