Customer Advisor Claims

TN United Kingdom; Colchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking dedicated individuals to join their dynamic claims team. In this role, you will deliver exceptional customer service while handling claims, ensuring a seamless experience for policyholders and brokers. With a strong focus on personal and technical development, you'll thrive in a fast-paced environment that encourages initiative and continuous improvement. The hybrid working model offers flexibility, allowing you to balance your professional and personal life effectively. If you are passionate about customer service and looking to grow in a supportive culture, this opportunity is perfect for you.

Qualifications

• Experience in a customer-centric environment is essential.
• Strong organizational and communication skills are required.

Responsibilities

• Deliver exceptional customer service aligned with claims philosophy.
• Handle high volume of calls from various stakeholders on claims.
• Manage claims proactively, ensuring prompt resolution and communication.

Skills

Customer Service

Communication Skills

Organizational Skills

Time Management

Interpersonal Skills

Resilience Under Pressure

Education

CII Qualifications (or willingness to start)

Job description

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Hiscox UK is a leading brand in the insurance market, recognized for setting industry standards. We deliver strong growth and exceptional returns, recruiting top talent and empowering them to succeed. Our diverse customer base ranges from the homes of the wealthy to innovative technology companies, all requiring tailored insurance solutions.

The role

We consider candidates with claims experience; however, those without claims experience will also be considered if they demonstrate a strong customer service background in a fast-paced, dynamic environment.

You will provide exceptional service to our Hiscox customers and brokers, maintaining our reputation for award-winning claims handling. The role involves liaising with internal and external stakeholders.

Working within the Hiscox claims team offers a fast-paced, exciting environment with a high level of autonomy. We encourage continuous improvement and personal development beyond the day-to-day responsibilities.

Service is central to our work, so we seek service-oriented individuals who prioritize the customer and are empowered to make decisions on claims, providing a level of service that sets us apart.

The team and leaders are committed to personal and technical development, fostering a trusting, straightforward, and service-focused culture.

What you’ll be doing:

• Delivering world-class customer service daily, aligned with the Hiscox claims philosophy.
• Handling a high volume of calls from policyholders, brokers, third parties, loss adjusters, and other experts on new and existing claims.
• Taking claim notifications over the phone and progressing claims appropriately.
• Reviewing and confirming policy coverage.
• Validating, negotiating, and settling claims fairly and proactively, with an emphasis on prompt resolution and communication.
• Meeting and exceeding SLAs and targets.
• Managing files proactively, ensuring accurate reserving, and controlling costs effectively.
• Working independently, demonstrating initiative, and adapting to each customer’s needs.
• Contributing to a culture of continuous improvement within the team to enhance customer experience and service quality.

Our must-haves:

• Experience in a customer-centric environment.
• Ability to collaborate effectively during high volumes without compromising service.
• A customer-focused mindset aiming for exceptional service.
• Calmness and resilience under pressure.
• Strong organizational and time management skills.
• Excellent communication skills across face-to-face, written, and telephone interactions, including listening skills.
• Outstanding interpersonal skills to build credibility and lasting relationships.
• Highly results-driven with energy and determination.
• Ability to manage customer expectations, handle difficult messages, and conduct challenging conversations.
• Hybrid working style with at least 2 days in the office and additional days for training and meetings as needed.

Nice to haves:

• Progress toward CII qualifications or willingness to start.
• Experience in insurance and/or claims.

Diversity and Hybrid Working

At Hiscox, we value diversity and strive for an inclusive culture that drives success. We recognize the importance of work-life balance and have adopted a hybrid working model, with the expectation that the successful candidate will be in the office up to 3 days per week at either our Colchester or York location. This model offers a blend of structure, social interaction, independence, and flexibility, allowing you to manage your personal work-life balance effectively.

Join us to work with amazing people and be part of a unique culture.