Customer Service Advisor

Job Title: Customer Services Advisor

Location: Chichester

Salary: £18K - £19K

Our client based in Chichester is looking to recruit a Customer Services Case Manager, to manage a portfolio of Medical Emergency Assistance claims.

Key Responsibilities:

• Primary responsibility and conduct of Medical Emergency Assistance claims
• Manage a caseload of Medical Emergency Assistance claims
• Ensuring the technical integrity of claims allocated to you
• Contribute to the performance of the Customer Service Technical team
• Participation in standard monthly technical and quality audits as required

Customer Focussed Responsibilities:

• At all times act as a positive role model promoting the delivery of emergency medical assistance through your performance
• Promote proactive, effective communication with customers', wherever possible by telephone, to identify their immediate medical assistance needs and execute strategy to fulfil using best working practise methods
• Ensure customer centric philosophy is adopted and practised through your actions
• Ensure that action is immediately taken to resolve any issues arising from internal quality and technical audit of your caseload
• Prevention of future occurrence. Identify trends for the cause of complaints, taking responsibility to escalate to your Team Leader to ensure solutions and action are in place to minimise future repetition
• Ensure all calls are answered in accordance with agreed service levels (SLA) at all times
• Ensure proactive effective communication with customers by telephone where possible, or customers chosen medium, to capture data and information to respond to customers enquiries and resolve claim using best practise methods
• Maintain and deliver, daily performance across claim caseload

Technical Responsibilities:

• Manage portfolio of Medical Emergency Assistance claims in accordance with Service Level Agreements
• Delivery of Medical Emergency Assistance to customers contacting and across claims that you own
• Keep regular checks of all identified claims within your caseload, or as requested by the Technical Controller, to ensure proactive conduct, accurate reserving and timely closure
• Ensure technical decisions are correct & in line with philosophies and standards
• Upon delivery of Emergency Medical Assistance ensure sign-off of claim and the correct level of fee allocated

Skills Required:

• The individual should have a good standard of education and be able to demonstrate good verbal and written communication skills.
• Core competencies are considered to be:
• Personal: demonstrate excellent interpersonal and organisational skills with a flexible approach
• People skills: proactive, can do attitude, focus of customer quality
• Organisational: Self manage personal workflow, ability to prioritise, self motivate
• Communication: proficient in verbal and written media and deliver clear and well understood message
• Technical Knowledge: A thorough understanding in the operation and delivery of Emergency Medical Assistance to the travel product
• This role requires excellent interpersonal and organisational skills. It also required good report writing skills.

For more information please contact Jamie Watson at Clearline Recruitment.