Customer Support Expert Full Time NEW

Permanent

Build a brilliant future with Hiscox

About Us

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 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.

The Role

As an Insurance expert you will be an expert in inbound phone based broker service as well as providing administration support through the management of workflow and email request. You will provide a broker and customer centric timely response to enquiries, collecting relevant information, handling requests within your authority and triaging to underwriting teams. You will often be the first point of contact for High Net Worth brokers providing support and information that supports service expectations or helps the broker to make informed decisions.

What You’ll Be Doing

The work of the team follows a set process, for a variety of different phone based tasks and this will include:

• Broker focus, deliver a best in class service directly to our Brokers
• Offer all Brokers a knowledgeable and trusted insurance experience
• Make changes and service our brokers through the delivery of an exceptional customer service
• Engage with customers using their channel of choice, predominantly telephone but also through email, webchat and social media
• Manage all current Hiscox client enquiries and adjustments efficiently and professionally
• Build rapport and demonstrate empathy with our Brokers
• Confidently respond to your Brokers questions and challenges
• Offer your brokers alternative solutions when right to do so to ensure they receive the best experience with Hiscox
• Engage with the broker appropriately to encourage advocacy, brand loyalty and improve retention opportunity
• Quickly develop and continually improve your knowledge of the insurance products
• Share your knowledge and learning internally in order to improve expertise
• Develop strong internal relationships with Underwriting, Claims and Operations Support to enable mutual support

Performance measures for success

• Actively contribute to your team, and the departments service levels and targets
• Deliver exceptional service
• Actively seek ways to improve your service through the technology and systems available to you
• Adhere to all relevant compliancy requirements

Our must haves

• You do not need insurance experience as full training will be provided.
• Experience within a customer/client focussed sector
• Team player – you’ll have worked as part of a team, and have actively contributed to its success
• Continuous Improvement – the ability to identify improvements, and be involved in implementing them
• Excellent verbal communication and clear written (high standard of spelling and grammar) communication in a customer focussed environment
• Proven skills in taking ownership and managing your own workload
• You are clearly customer focussed, you do not accept ‘second best’, and strongly believe in service excellence
• You take satisfaction and reward in knowing you have delivered the best service possible to your brokers and customers
• You are a good, clear communicator who builds rapport and trust easily, you’re someone who finds it easy to build a conversation and demonstrate empathy
• An exceptional listener, able to translate information into practical support
• You understand the importance of brand, and appreciate the role it plays
• Quick learner – eager to learn and not afraid to challenge the ‘norm’ to improve and develop, not just yourself, but those around you
• Understanding the importance of detail and see it as an integral part of delivering excellent service
• A key contributor – a desire to contribute and understand where you fit into the bigger picture

Our nice to haves

• Working within an organisation known for its innovative approach to customer service excellence
• Working within an organisation known for its strong brand and values

Why work at Hiscox?

It’s a simple question, with many answers. The reality is that we’re all different. And a different combination of career opportunities, perks, benefits, worklife flexibility, training, and environment may appeal to each of us.But when we talk to our people, be they newcomers or veterans, they tell us that there is a certain something about the culture of Hiscox that draws our people here and keeps them here – it’s something we call the “Hiscox factor”.It is felt in the way we interact with one another. In the values our people hold. And in our attitude to both success and adversity.It is not something that’s always easy to define through a set of words; but if you’re someone who challenges convention, someone who is passionate about helping people when they need us most, and someone who simply gets things done… then you have everything you need to succeed here.

Hybrid

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 learned that working life doesn’t always have to be in the office, and we use hybrid working to encourage a healthy work life balance. This hybrid working model is set by the team rather than the business to enable optimal team functioning and 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.

We anticipate the successful candidate for this role will be in the office 4-5 days per week during on-boarding and induction. This will be the case until signed off from training and considered confident which can be up to 6 months. Then moving to a minimum of 2 days in the office a week.

Work with amazing people and be part of a unique culture