At a Glance
- Tasks: Provide top-notch support to brokers and customers through various communication channels.
- Company: Join Hiscox, a unique insurer with a culture of innovation and collaboration.
- Benefits: Enjoy hybrid working, competitive perks, and a supportive team environment.
- Other info: Be part of a diverse team that values creativity and continuous improvement.
- Why this job: Make a real difference by helping others and challenging the norm in customer service.
- Qualifications: Customer-focused mindset and strong communication skills; no insurance experience needed.
The predicted salary is between 30000 - 40000 € per year.
Build a brilliant future with Hiscox.
About us: As an international specialist insurer, we focus on our key areas of expertise and strength, underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things. We insure the unique and interesting and search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions.
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 requests. 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
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 compliance requirements
Our must haves:
- You do not need insurance experience as full training will be provided.
- Experience within a customer/client focused 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 focused environment
- Proven skills in taking ownership and managing your own workload
- You are clearly customer focused, 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
- 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
- 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
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, work-life flexibility, training, and environment may appeal to each of us. But when we talk to our people, 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.
Hybrid: 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 anticipate the successful candidate for this role will be in the office 4-5 days per week during onboarding and induction until signed off from training and considered confident, which can be up to 6 months. Then moving to a minimum of 2 days in the office a week.
Work with amazing people and be part of a unique culture.
Customer Support Expert in York employer: Hiscox
Hiscox is an exceptional employer that fosters a culture of creativity and collaboration, making it an ideal place for Customer Support Experts to thrive. With a commitment to diversity and inclusion, employees benefit from a hybrid working model that promotes work-life balance, alongside comprehensive training and development opportunities. The supportive environment encourages team members to challenge the status quo and deliver outstanding service, ensuring a rewarding career path in a company that values both its people and its clients.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Expert in York
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Hiscox's values and mission. This will help you connect with the interviewers and show that you're genuinely interested in being part of their unique team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with brokers and customers, being able to articulate your thoughts clearly is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve tackled challenges or improved processes. This will demonstrate your ability to think creatively and challenge the status quo, just like Hiscox encourages.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Support Expert in York
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your enthusiasm for the role and how you align with our values at Hiscox.
Tailor Your Application:Make sure to customise your application for the Customer Support Expert role. Highlight your customer service experience and any relevant skills that match what we’re looking for. This shows us you’ve done your homework!
Be Clear and Concise:Keep your writing clear and to the point. Use proper spelling and grammar, as this reflects your communication skills. Remember, we value clarity in our interactions with brokers and customers alike!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Hiscox
✨Know Your Stuff
Familiarise yourself with Hiscox's unique approach to insurance. Understand their focus on high net worth clients and the importance of delivering exceptional customer service. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Support Expert, you'll need to communicate clearly and effectively. Practice articulating your thoughts and responses out loud. Use examples from your past experiences where you've successfully built rapport with customers or resolved issues.
✨Emphasise Teamwork
Hiscox values team players, so be ready to discuss how you've contributed to team success in previous roles. Share specific instances where you collaborated with others to improve service or solve problems, highlighting your ability to work well within a team.
✨Demonstrate a Growth Mindset
Hiscox is looking for individuals who are eager to learn and challenge the norm. Be prepared to talk about how you've identified areas for improvement in your work and taken steps to implement changes. This shows that you're proactive and committed to continuous improvement.
