Wtp Corporate Specialist

2 weeks ago

Uxbridge, United Kingdom Cover-More Full time

**Description**:
At World Travel Protection, protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens.

Our experience in global travel risk management is the reason we are trusted by travellers, corporate risk managers and organisations across the globe, who allow us to help prepare them for potential travel threats and assist them when they need it most.

We are part of Cover-More Group, one of the largest providers of travel insurance and assistance in the world, operating in sixteen countries across five continents from New Zealand to the USA.

Our Mission

Protecting travellers - and supporting those responsible for their safety - is our business.

We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, Malaysia, and the UK, responding to the cries for help we receive from travellers across the globe.

Role Overview
This role is responsible for overseeing the effective management of all external cases, external client relationship management and building a team environment of motivation, empathy, accuracy, and continuous improvement.

Oversight of all external cases to ensure effective and accurate case management and achieving service KPIs
Provide an outstanding standard of customer service by being responsive to customer demands.
Accountability for the management of all dissatisfaction/complaint external cases from initial escalation to formal resolution.
Identify, escalate, and implement process improvements monthly, in consultation with the business operations.
Direct management of all external cases escalated to the Balance Score Card to ensure timely progress and achieve client satisfaction.
Ensure daily cover response has been obtained from all external claims officers.
Provide daily guidance, support and mentoring to the case managers and registered nurses working on any external client cases.

Skills & Experience Required

Prior experience in medical assistance or from a similar background.
Excellent case management knowledge along with accurate product and process knowledge of all external clients of the department.
Ability to manage complex cases in the heat of the moment with pressure to perform from both within and outside the department.
Great attention to detail and dispute resolution skills.
Strong people management and mentoring skills.
Genuine care and desire to help customers and provide excellent customer service.

At World Travel Protection we value optimism, caring, togetherness, reliability, and determination.

**We have more than 1500 employees worldwide**: we’re a global group of actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Not only do we provide our employees with a great work life balance and opportunities to work flexibly, but we are committed to creating a friendly and diverse culture, where our employees can grow.

We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business

We also offer some fantastic benefits to support your development and lifestyle including:
Company Pension
25 days holiday
Short term incentive plan
Employee ‘Stars’ reward and recognition scheme
Life Insurance
Flexible working opportunities
Competitive family leave
Employee Assistance Programme
Fitness reimbursement scheme
Volunteering leave
Paid parental leave.
Online learning and training opportunities
Professional membership
Staff Referral Bonus
Work anniversary leave.

Our motto is “We respect who you are and thoroughly embrace diversity, so whatever walk of life you wander, come as you are”.

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