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
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 compliancy requirements

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 brokers and customers
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

Customer Support Expert

Key skills