As an Insurance expert you will be an expert in inbound and outbound phone based customer service
Helping to support the workflow and email request from our customers
Providing a customer centric timely response to customer enquiries, collecting relevant information
Creating new business insurance product based quotes, making adjustments to insurance policies
Helping our customers make informed decisions about our product range
Enhancing outcomes we deliver to our customers
Demonstrating values and behaviours that put customers, and vulnerable customers, needs at the heart of the day to day actions carried out within the role
Engaging with customers using their channel of choice, predominantly telephone but also through email, webchat and social media
Managing all current Hiscox client enquiries and adjustments efficiently and professionally
Achieving first-time and single-point resolution in every contact
Encouraging engagement in Hiscox media channels
Ensuring all policy documentation and post-contact actions are completed appropriately
Building rapport and demonstrating empathy with our Brokers
Confidently respond to your Brokers questions and challenges

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 customer
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

Insurance Executive

Key skills