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Team Leader- Customer Service

4 weeks ago

Milnerton, South Africa Collinson Full time

We provide Assistance and Claims Management services for insurers and brokers around the world. Our expertise in Claims Management, pioneering processes, in-house professionals and worldwide network of associates, are what make stand out to our partners and their customers.

Collinson Group is a global leader in shaping and influencing customer behaviour to drive revenue and add value for our clients.

**_The role:_**

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.

To manage complex cases whilst developing and coaching the junior members of staff.

**Key responsibilities**:
**_ People:_**
- 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
- Agree, set and review professional targets through effective 121’s and internal QA feedback.
- Agree, set and review personal development objectives
- Carry out meaningful appraisals
- Manage individual performance proactively,
- Create a structure of regular team and individual meetings
- Manage holiday and absence periods and enter records on the relevant tracking system
- Create a structured induction, training and ongoing development training plan in conjunction with the HR team and other resources
- Create and maintain an environment for learning and development supporting the controller accordingly

**_ Operational Workload Management:_**
- Manage the allocation and flow of work within the team, between teams, and across departments
- Harmonize collaboration between all teams and departments
- Plan and schedule shifts to ensure required level of cover at all times
- Continuously review systems, processes and procedures and champion continual improvement
- Work closely with the Team Manager and Operations Manager to ensure changing business objectives are met
- Report key influential factors to the Team Manager
- Produce monthly reports and analysis from Assistance System (eventually)

**_ Other responsibilities:_**
- Conducting and maintaining Data Protection on all communications
- Provide positive, reassuring and confidence-inspiring tone/words when speaking to callers
- Remaining current on knowledge of legal liabilities, regulatory framework, FCA requirements, TCF etc.,
- Managing all cases from beginning to end, where possible, professionally and consistently
- Developing and utilising specialist knowledge, skills and appropriate behaviours to achieve a successful case outcome
- Communicating decisions to customers and providing a clear and understandable explanation of case status.
- Managing expectations of the client/Underwriter/Employer/Broker with regard to actions and timings.
- Demonstrate empathy where appropriate.
- Logging accurate and relevant details on the case management system
- Maintaining clear and concise notes and actions for others to be able to act on quickly and accurately
- Ensuring the calls are handled appropriately and within policy and agreed scheme process
- To ensure delivery of exceptional customer service throughout all communication channels.
- Referring cases outside own level of authority following the correct escalation process
- Escalate serious/life threatening/county of concern cases to the medical team and Corporate Team Manager /Operations Manager at the first available opportunity.
- Delivering against agreed service standards by maintaining high levels of incident maintenance which includes accurate estimates of costs that may be expected
- Preparation of Referrals and High Cost Notifications including all relevant and up to date case information
- Liaison between agents, medical facilities and providers worldwide
- Providing regular updates in a timely manner to operational management on high profile and high cost cases, paying close attention to cases where press involvement is likely
- Identify the nature of the client’s problem through effective questioning and listening
- Processing and analysing information in order to diagnose problems and assess the needs of the client
- Mentoring less experienced staff, providing a positive environment for their continued development
- Excellent punctuality and attendance
- Treating fellow colleagues with respect and sensitivity
- To escalate Network or scheme information issues to the relevant departments
- To mentor and develop other members of the team in following ISO procedures and FCA / regulatory compliance
- To accurately report and adhere to Quality and KPI Metrics monthly
- To recognise Customer Service needs and ensure all enquiries are dealt with promptly and professionally by either liaisi

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