Act as the named and trusted point of contact for customers across their home insurance needs, providing continuity and a personal service.
Create and maintain a clear contact strategy for the portfolio, prioritising activity around renewals, material changes, significant life events and emerging customer needs.
Proactively nurture relationships through relevant, timely and purposeful contact rather than relying only on customer-led enquiries.
Identify customers whose circumstances, sums insured, cover or risk information may require review and take appropriate action with the Underwriter.
Deliver a high-quality, end-to-end customer experience by acting as the primary point of contact for policy servicing, handling customer enquiries, policy changes, documentation, issue resolution and coordination with specialist teams, while ensuring all customer interactions and administration are completed accurately, efficiently and in line with service, regulatory and compliance standards.
Lead the relationship approach to renewals for the allocated portfolio, beginning customer engagement early enough to understand changes and resolve issues.
Identify retention risks and take proactive action, balancing customer needs, underwriting appetite, commercial sustainability and fair customer outcomes.
Use portfolio insight and customer feedback to identify recurring issues, service improvements and opportunities to strengthen persistency.
Work closely with Underwriters to ensure each customer has appropriate protection based on accurate, current and sufficiently detailed risk information.
Complete home visits for selected Ultra High Net Worth customers where there is a clear customer need, suitable capacity and appropriate business agreement.
Generate and convert appropriate opportunities while maintaining a relationship-led, customer-first approach.
Identify cross-sell, referral and new business opportunities through high-quality customer conversations and changes in circumstances.
Contribute to team service levels by balancing planned portfolio activity with inbound call demand and urgent customer needs.
Support process improvements, portfolio exercises and wider Direct High Net Worth initiatives where required.
Represent Hiscox professionally at customer meetings, introducer appointments, events and partner engagements.
Knowledge, skills and experience
Essential
Experience in personal lines insurance, account management, customer relationship management or policy servicing.
Strong understanding of home insurance and the insurance lifecycle, including new business, adjustments, renewals and cancellations.
Excellent relationship management and customer service skills, with confidence supporting customers whose needs may be complex or high value.
Ability to explain policy information clearly and translate technical detail into practical customer guidance.
Strong telephone, written communication and stakeholder management skills.
High levels of accuracy, organisation and personal ownership.
Ability to manage a portfolio, prioritise competing demands and follow through on commitments.
Commercial awareness and the confidence to identify suitable retention, referral and growth opportunities.
Ability to work collaboratively with Underwriters, operations colleagues and external introducers.
Comfort working within defined authorities, controls and regulatory requirements.
Desirable
Experience working with High Net Worth or Private Client home insurance customers.
Knowledge of Hiscox Private Client products, underwriting appetite and service model.
Experience of portfolio development, lead generation, professional introducer relationships or event-based prospecting.
Experience conducting customer visits or managing complex, high-value relationships.
Cert CII qualification, or willingness to work towards a relevant professional insurance qualification.
Diversity and flexible working at Hiscox
At Hiscox we care about our people. We hire the best people for the job and are committed to diversity and creating a truly inclusive culture, which we believe drives success. Working arrangements will operate in line with current Hiscox policy and the requirements of the role.
Work with amazing people and be part of a unique culture
