Property Claims Team Leader

Hiscox UK is a leading specialist brand in the UK 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 the most innovative technology companies. We operate in twelve target sectors in the UK, across which our customers are diverse and unique, and are only united by our ability to provide specialist insurance tailored to their needs.

Property Claims Team Leader

We are seeking a Team Leader to work within Property Claims department, managing a team of Claims Underwriters who handle a high volume of personal and commercial property claims up to £100,000 in value.  In this fast paced environment, the team strive to deliver a market leading claims service to our customers and brokers whilst maintaining and enhancing the Hiscox reputation for its claims handling service. 

The successful candidate will be able to inspire and motivate a team of talented Claims Underwriters to put the customer at the heart of everything we do, ensuring that when the worst happens we respond in a human, empathetic and professional way.

It is the Team Leader’s responsibility to ensure that all of the key performance indicators are constantly monitored and consistently exceeded, including speed of settlement, net promoter score and quality audits.  They will also need to have a claim background with a proven ability to handle escalations and referrals.

We are seeking a proven leader that can successfully coach and develop the team both on their technical claims handling and soft skills whilst managing multiple stakeholders and priorities.

Key Responsibilities

• Supporting and developing the team ensuring all claims are handled proactively and in accordance with the Hiscox philosophy

• Coach and develop team members to enhance their skills and advance their careers

• Set, monitor and drive towards service levels and productivity objectives

• To act as a point of referral for Claims Underwriters on a day to day basis, alongside acting as an escalation point for complaints

• To ensure that the team negotiate and settle claims fairly; with an emphasis on prompt resolution and ensuring the customer is kept informed

• Deliver exceptional and human customer service

• Ensure high motivation and energy in Claims through leading by example

Person Specification

• Good experience in a similar role within the insurance industry is essential.

• You will be able to demonstrate a strong service driver and a track record of putting the customer at the heart of everything you do

• You will have excellent interpersonal skills and be able to quickly establish credibility in order to develop long lasting relationships with colleagues, underwriters and brokers

• An understanding of the Hiscox product range, or able to demonstrate the ability to quickly develop this skill

• Commercial acumen with the ability to contribute to the overall UK Claims strategy and add value beyond  the day job

• A proven track record in leading, motivating, coaching and developing a team to achieve business goals

• Proven ability to develop ‘stars' and manage under-performance

• Dip CII/Dip CILA qualification or working towards

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.