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
As an Insurance expert you will be an expert in inbound and outbound phone based customer service, helping to support the workflow and email request from our customers. Providing a customer centric timely response to customer enquiries, collecting relevant information, creating new business insurance product based quotes, making adjustments to insurance policies and helping our customers make informed decisions about our product range, enhancing outcomes we deliver to our customers, demonstrating values and behaviours that put customers, and vulnerable customers, needs at the heart of the day to day actions carried out within the role.
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
Achieve first-time and single-point resolution in every contact
Ensure all policy documentation and post-contact actions are completed appropriately
Build rapport and demonstrate empathy with our Brokers
Confidently respond to your Brokers questions and challenges
Offer your customers alternative solutions to ensure they receive the best experience with Hiscox
Engage with the customer appropriately to encourage advocacy, brand loyalty and improve retention opportunity
Actively seek to gain new business
Quickly develop and continually improve your knowledge of the insurance products
Share your knowledge and learning internally in order to improve the Centres expertise and the customers insurance experience
Develop strong internal relationships with Underwriting, Claims, Customer Relations and Marketing to enable mutual support
Work with marketing and insight teams to share your knowledge of our customers
Performance measures for success
Actively contribute to your team, and the centres service levels and targets
Deliver exceptional service and meet revenue goals
Quickly appraise and identify your Brokers suitability to be underwritten
Help the business gain quality customers and be risk aware
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 customer
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
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.
We’ve introduced new hybrid ways of working to encourage a healthy work life balance.
We anticipate the successful candidate for this role will be in the office 5 days per week for the first 5 months for training and academy. Then moving to a minimum of 3 days in the office a week.
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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