Team Leader- Call Centre Medical Assistance

We provide Assistance and Claims Management services for insurers and brokers around the world. Our expertise in Claims Management pioneering processes inhouse 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.

Role purpose:

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 KPIs and SLAs are met.

Manage complex cases develop and coach the junior members of staff through people management and operational excellence.

Key Responsibilities include:

People management:

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

Motivate and lead a team successfully to achieve set KPIS.

Manage performance both individually and team

Conduct appraisals and create structured training and development in conjunction with the HR team.

Operational :

Manage the allocation and flow of work within the team between teams and across departments
Plan and schedule shifts to ensure required level of cover at all times

Continuously review systems processes and procedures and champion continual improvement

Produce monthly reports and analysis from Assistance System (eventually)

Key Skills and experience needed:

The successful candidate will need to be an excellent communicator with a high degree of listening skill. They will have theproven ability to build positive relationships quickly and motivate and manage a high performing team in a customer focused environment.The role holder will also need to able to easily and effectively communicate with all levels in the organisation.

Other skills & experience include:

Previous experience as a CS Team Lead or Senior Claims/Customer service executive.

Performance driven and able to manage targets

Builds strong interteam relationships and is supportive of junior team members.

Good verbal and numeric skills.

Exceptional customer service skills quickly able to establish rapport with customers.

Strong mentor and is supportive in developing skills of more junior members of staff.

Excellent negotiation skills with the ability to resolve disputes / solve problems.
PC skills Word (essential) Outlook (essential) Excel (essential).

Good understanding of the Healthcare/Insurance market ( ideal)

Demonstrate strong technical understanding of medical assistance protocols processes and procedures (ideal)

Experience in mentoring and developing more junior members of a team.