Hiscox

Customer Support Expert

Hiscox

full-time

Posted on:

Location Type: Hybrid

Location: York • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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
  • 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

Requirements

  • 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
Benefits
  • Employee benefits that take care of your mental and physical wellbeing
  • Worklife flexibility
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer focusteam playercontinuous improvementverbal communicationwritten communicationownershipservice excellenceempathyactive listeningattention to detail