Role purpose:

• To lead and manage a small team in the provision of a market leading assistance service, providing the best possible service to clients, Underwriters and other external partners. To manage and develop the assistance team ensuring consistent delivery of excellent case management.
• To help deliver the expected level of service ensuring all KPI’s and SLA’s are met.
• Manage complex cases, develop and coach the junior members of staff through  people management and operational excellence.

Key Responsibilities include:

People management:

• Coach and develop new and existing staff to ensure the ability to meet high technical and service standards
• Resolve technical Issues escalated by team members
• Delegate tasks and projects appropriately
• Motivate and lead a team successfully to achieve set KPIS.
• Manage performance both individually and team
• Conduct appraisals and create structured training and development in conjunction with the HR team.

Operational :

• Manage the allocation and flow of work within the team, between teams, and across departments
• Plan and schedule shifts to ensure required level of cover at all times
• Continuously review systems, processes and procedures and champion continual improvement
• Produce monthly reports and analysis from Assistance System (eventually)

Key Skills and experience needed:

• The successful candidate  will need to be an excellent communicator, with a high degree of listening skill.  They will have the  proven ability to build positive relationships quickly and motivate and manage a high performing team in a customer focused environment.  The role holder will also need to able to easily and effectively communicate with all levels in the organisation.   

Other skills & experience include:

• Previous experience as a CS Team Lead or Senior Claims/Customer service executive.
• Performance driven and able to manage targets
• Builds strong inter-team relationships and is supportive of junior team members.
• Good verbal and numeric skills.
• Exceptional customer service skills – quickly able to establish rapport with customers.
• Strong mentor and is supportive in developing skills of more junior members of staff.
• Excellent negotiation skills with the ability to resolve disputes / solve problems.
• PC skills – Word (essential), Outlook (essential), Excel (essential).
• Good understanding of the Healthcare/Insurance market ( ideal)
• Demonstrate strong technical understanding of medical assistance protocols, processes and procedures (ideal)
• Experience in mentoring and developing more junior members of a team.