Head of Customer Relations and Quality Assurance

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.

Job Type: Permanent

The Team: At Hiscox we recognise the value of feedback we receive from our customers. The Customer Relations Team and the QA Teams are at the heart of not only identifying and responding to feedback, but driving the business forward to offer superb service in everything that we do.

The Role: The successful candidate will lead and develop the Customer Relations and Quality Assurance Teams which provides the business with insights that support safe and controlled growth, while driving a culture ensures that customers are receiving good outcomes. The role will also involve providing key stakeholders, the UKLT, regulators and relevant Hiscox Boards with appropriate management information and liaising with third parties.

Key Responsibilities:

• Develop and execute integrated QA and CR strategy that supports the 2027 Strategy.
• Accountable for strengthening and maintaining the policies and procedures which support the effective and integrated delivery of annual QA and CR Operational Plans.
• Develop and lead a Business Partnering Strategy which provides the team with the opportunity to support continuous improvement initiatives within the business through customer insights and actionable recommendations.
• Business Partnering Strategy to include (but not be limited to) front line resolution of complaints and standardising our approach to quality across the UK business unit.
• Enhance and maintain an effective Root Cause Analysis and MI capability which provides real time feedback and long-term trend analysis aligned to the business needs.
• Lead the development and execution of a technology strategy which explores the opportunities associated with inflight change initiatives, automation, and prevention.
• Develop a competency framework that supports effective delivery, minimises key person dependencies and strengthens resilience across the team.
• Work with other Group Business Units to share good practice, collateral, and experience.
• Support the Head of Governance and Controls on execution of the overall G&C Strategy and annual plans, giving clarity as to the expectations of QA and CR, as well as constructively challenge and supporting other G&C teams.
• Work closely with Risk and Compliance, delivering appropriate activity, implementing, and monitoring procedures in support of FCA, PRA and Risk Committee requirements.
• Execute all responsibilities in an increasingly efficient way seeking out opportunities for innovation, continuous improvement, and digitisation.

Candidate Profile:

• Broad understanding of the regulatory requirements that apply to a financial institution, ideally with an insurance background.
• Understanding of the FCA’s conduct risk agenda and as such be able to confidently review, challenge and support business decisions that require balancing customer outcomes and commercial conflicts.
• Can evidence a strong track record of experience working in line 1 control teams or line 2 risk or compliance teams.
• Well organised and able to prioritise workload in line with tight deadlines and work effectively under pressure.
• Demonstrate an ability to think and reason logically.
• Strong relationship and senior stakeholder management skills.
• Excellent written communication – business and project reports.
• Exceptional communication skills - ability to communicate effectively with anyone in any environment, e.g., able to translate complex / technical issues to meet the audience's competency level.

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.

Work with amazing people and be part of a unique culture.