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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. 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 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
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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
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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.
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 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 5 months. Then moving to a minimum of 2 days in the office a week.
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