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Complaints Investigator

Hiscox
Job LocationGlasgow
EducationNot Mentioned
Salary30,000 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

Working in a fast-paced, ever-changing environment, the Hiscox Customer Relations team handle complaints for our UK and London Market business. The team are empowered to handle, identify and prevent future complaints using a range of techniques to ensurewe are consistently treating customers in a fair and reasonable manner.What youll be doing:

  • Manage a portfolio of complex insurance complaints in a fast paced environment
  • Provide a superb complaints handling service you will demonstrate integrity, adopt a human approach and ensure fair investigating and decisions making regarding the complaint and its redress
  • You will act as a key contact for regulatory and ombudsman referred complaints
  • You will be comfortable being flexible and professional under pressure, with strong interpersonal skills and a focus on succeeding in a challenging environment
You will be comfortable interacting directly with customers, and responding to them in a clear, concise and professional manner. You will identifying and supporting customers with characteristics of vulnerability during the complaints process and ensure yougo the extra mile to work with them and understand their needs. Youll be comfortable managing your own workload, including complex and escalated complaints in relation to a number of regulated products ensuring all regulatory timescales are met.You will have exceptional organisational skills, time management and high attention to detail and be thorough when investigating and analysing complaints to achieve fair and reasonable outcomes for our customers. This will be achieved by working with allareas of the business to understand the nature of the complaint and resolving this in an efficient manner.You will be required to liaise with the Financial Ombudsman Service regarding cases escalated to them and will be confident challenging FOS views where the evidence supports this. you may also be required to be point of escalation and a point of guidance toother members of our Customer Relations Team.Your past experience and understanding of the complaints environment will enable you to identify root causes and trends and will assist in driving superb service. Working with the relevant business areas and senior stakeholders you will be able to identifyand implement any necessary changes to improve business processes for customer and Hiscox employees alike.Our must-haves:
  • A confident, driven individual who is able to build relationships with internal and external stakeholders and work well both individually and as part of a team
  • Someone who is able to prioritise work and work effectively and accurately under pressure
  • A confident and dynamic approach to problem solving
  • Previous experience in a similar complaints role, ideally within the insurance claims sector
  • Willing to go the extra mile and give exceptional service every time to internal and external customers
  • Be happy working in the grey- determining what is right and being prepared to stand by your decisions
  • Ability to challenge the current processes and operations through the use of influencing and negotiating skills
  • Excellent communication skills - it is a necessity to be able to communicate both verbally and in writing in a clear and effective manner
  • Ability to influence senior stakeholders internally and build relationships, in order to effect change
  • Confident, accurate and credible with external regulators, such as Lloyds regulators and financial ombudsmen
  • Planning and organisational skills: ability to work by themselves to resolve individual complaints, and be a participating and supportive team player.
  • A good understanding of the General Insurance market and an awareness of how different insurance products perform and different distribution methods
  • Minimum 1 year experience in complaint handling, preferably with knowledge of dealing with complex and claims related complaints
Our nice to haves:
  • In-depth understanding of the General Insurance market and an awareness of different insurance products and distribution methods
  • Previous use of iCasework desirable
Diversity and flexible working at HiscoxAt Hiscox we care about our people. We hire the best people for the job and were committed to diversity and creating a truly inclusive culture, which we believe drives success. We have also learned over the past 15 months that working life doesnt alwayshave to be in the office, and when its safe to do so, we will be introducing hybrid ways of working to encourage a healthy work life balance.We anticipate the successful candidate for this role will be in the office up to 4 days per month.We see it as the best of both worlds: structure and sociability on one hand, and independence and flexibility on the other.#LI-LP1#LI-Remote

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