International Private Medical Insurance

3 weeks ago

Esher, United Kingdom Healix Group of Companies Full time

**Location**

Esher

**Job Summary**

**Main purpose of the job including responsibilities**

Reporting to the Customer Excellence Manager, the Team Leader will be responsible for the day to day management of the IPMI staff and workload. The Team Leader will be required to ensure service and service levels, departmental objectives and team performance targets are achieved, in order to ensure the provision of a high quality service of excellence.

This involves; the close working relationship with our IPMI clients and providers, management of high cost/high profile cases, coaching and developing individual team members in order that they can deliver a high standard of service and achieve their full potential, whilst ensuring compliance with processes and policies in line with the department, company and regulatory guidelines.

**Key activities/main duties**:

- Ensure department standards and quality objectives are maintained to deliver a consistently excellent customer and client service.
- Monitor and manage team member’s performance, identify training needs and provide coaching and feedback to facilitate ongoing development and continuous quality improvement.
- Monitor daily workloads and ensure all cases (particularly those which are high profile/high cost) are managed according to client, department and regulatory standards.
- Plan and manage resource to ensure sufficient coverage to deliver against client/department service standards.
- Provide practical and technical support to the team in every aspect of their duties on a daily basis and through regular documented formal and informal appraisal and one to one interaction.
- Assist and deputise for the Customer Excellence Manager in all aspects of their duties including regular updates on workload and high cost/high profile cases and to keep the management team and underwriters fully informed.
- Build and maintain a strong working relationship with our IPMI providers and partners, including those across the Healix Group of Companies.
- Continuously review processes and procedures, ensuring the team is working in the best possible way to suit the needs of the business and that of our providers and partners, and that the case management system is adequate in servicing these needs.

**Requirements, background, skills (hours, travel etc.)**:

- Proven knowledge and experience of working within the assistance, UK and International Private healthcare sector
- Call centre experience required.
- Team Leader/line management experience would be an advantage (coaching/training will be provided).
- Evidence of commercial awareness and excellent customer service skills.
- Evidence of prioritisation, delegation and time management skills.
- Evidence of innovative and motivational leadership.
- Excellent communication skills both written and verbal.
- The ability to build positive relationships with the team, managers, clients and peers.
- Positive and can-do approach to all tasks.
- The ability to work calmly under pressure.

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