Service Recovery Team Leader

**Introduction**
- Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation,and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose**
- Assess and improve the quality of client engagements/services including the overall perception of the brand in order to deliver business objectives.**Requirements**:

- Grade 12
- Relevant tertiary qualification would be an advantage
- Momentum Medical Scheme product knowledge is essential
- 3 - 4 years of Client Services experience is essential
- 3 - 5 years Health industry experience
- More than 2 years leadership experience is essential

**Duties & Responsibilities**
- Resolve high level unresolved queries/disputes arising from clients and provide feedback.
- Manage and ensure that the appropriate service recovery measures and plans are implemented to handle all high-level escalations.
- Collaborate with line managers and provide departmental feedback.
- Engage with the departments that do not meet the standards of service as laid down in Scheme service level agreements and support with developing and implementation action plans to improve.
- Ensure that the recommended corrective measures to the defaulting departments takes place.
- Identify areas where training is required to improve service levels.
- Identify process and system shortfalls in order to improve efficiencies.
- Building and maintaining relationships with coaches, service managers & heads of the various business units.
- Keeping a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
- Ensuring that member feedback on queries received via Social Media and the business is responded to within 15 minutes on receipt of complaint.
- Compile reports as requested by the Scheme or the Executive Team are accurately and timeously completed and included in the Operations Pack by the 5th of every month.
- Process improvements are tracked and there is evidence to show improvement.
- Handling high level unresolved queries/disputes arising from member/providers feedback via Social Networks.
- Ensure that the appropriate service recovery measures and plans are implemented to handle member escalations.
- Participating in the determination of appropriate staffing levels within the QA team
- Reconciling assessors output against what has been logged to what has been assessed
- Conducting regular calibrations to maintain QA consistency amongst the assessors
- Planning, controlling and undertaking testing/quality assurance and implementation of the new and/or enhanced system or business process as approved.
- Ensuring that coaching sessions by the quality assessors are regularly scheduled and effected
- Continuously review the appropriateness of performance targets in accordance with changes in the environment
- Conducting performance appraisals with staff (1 informal and 1 formal)
- Training all new customer service agents on quality assurance processes where required
- Setting and reviewing personal work objectives regularly to remain in line with that of the team, business unit and company.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
- Provide authoritative, expertise and advice to clients and stakeholders
- Build and maintain relationships with clients and internal and external stakeholders
- Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
- Provide authoritative, expertise and advice to clients and stakeholders
- Build and maintain relationships with clients and internal and external stakeholders
- Contribute to the process of negotiating objective and rea