A minimum of 1 year working in a customer service role
you enjoy interacting and helping customers
experience of using online chat to communicate with customers
calm and considered when faced with a problem
experience of writing to customers via email and letter
you can be empathetic, patient and understanding to what a person is saying
experience of working within the insurance industry, ideally car insurance
Benefits
service car
Responsibility
interact with customers via online chat , email and outbound telephone calls
manage customer expectations whilst taking responsibility to ensure outstanding actions are completed as promised
manage customer policies - making changes to policies and payment terms
handle customers who are not happy with the aim of preventing it escalating to a complaint
provide your feedback to the company to help improve what and how we do it
learn and understand our products, systems and customer processes
understand and comply with company standards, procedures and relevant legal/regulatory requirements
help customers with their questions and queries
manager
Benefits
service car
Requirements
educated to at least degree level in a mathematical/scientific subject
demonstrated ability to analyse data to support decision-making
able to identify, investigate, explain and react to emerging trends
experience of developing and interpreting statistical and machine learning models
previous experience using analytical software and tools . Experience of Radar software preferred
previous line management experience - able to develop and motivate team
excellent communicator, able to convey complex results to technical and non-technical staff
creative approach to problem solving
Responsibility
recommend rating action and changes to pricing structures to optimise income streams taking account of volume and profile targets
recruit, manage and develop a team of pricing analysts, data scientists and MI analysts at all levels
develop and maintain predictive models to optimise total profitability
critically assess models and proposals created within the team
evaluate the potential impact of innovative modelling techniques and new data sources and manage the integration into live pricing models
monitor competitor pricing and product development and feed this analysis into the pricing strategy
provide high-quality written reports to influence senior managers and insurance partners
manage continual testing to assess the outcomes of competing pricing strategies, keeping detailed logs that include assessments of modelled and actual performance
data scientist
Requirements
communication Skills
data Analysis
problem Solving
rating
educated to at least degree level in a mathematical/scientific subject
demonstrated ability to analyse data to support decision-making
able to identify, investigate and explain data trends
experience using various programming languages, such as Python or R, preferably within a Cloud environment
Benefits
service car
Responsibility
develop and maintain statistical models to analyse pricing performance and increase total profitability
recommend rating action and changes to existing models based on detailed reviews of competitive position, customer behaviour, claims performance and profitability
evaluate the potential impact of new data sources on performance and manage the integration into new models
establish and evaluate tests to assess the relative performance of competing pricing structures and models
peer review models and proposals created within the team
develop the team’s understanding and use of machine learning frameworks
claims handler
Requirements
customer Service
travel Insurance
compliance Procedures
experience working in a travel insurance claims environment
strong communicator with an ability to build relationships with customers, third parties and Hedgehog suppliers
ability to interpret data to identify trends to inform action
self-motivated & able to work within a team framework
Responsibility
assessing indemnity, liability and quantum on travel claims
identification and referral of fraud indicators
pro-active case load management
negotiating settlement of claims
providing exceptional service to our customers
be conversant with the business’ compliance procedures and risks to ensure compliance with all regulatory and legislative requirements
actively seek and provide input that may lead to improved operational processes within the claims area
support the Claims Team Leader with day to day departmental activity