Job Title : Customers Assistance Manager – Medical Assistance Hub
Reporting to : Head of Medical Assistance Hub
Department : Medical Assistance Hub
OBJECTIVE OF THE ROLE
To lead, motivate and develop a team of Customer Assistance Co-Ordinators to enable the
delivery of a customer centric service which delivers outstanding experiences to customers each
and every day, whilst ensuring that all performance targets and KPI’s are consistently met.
To manage, develop and motivate your team to enable the delivery of a customer centric service
which delivers outstanding experiences to customers each and every day.
To create a high performance culture in which employees want to engage with each other and
collaborate to achieve the Allianz Partners Vision and Mission.
Hours
This position is based on a 35-hour week on shift and will include working weekends and bank
holidays. Due to the nature of our business, there will be times when we need you to work longer.
PRODUCTS & SERVICES RESPONSIBLE FOR
Day to day management and real time performance of UK Medical Assistance activity.
Communication, Collaboration and Engagement
Structured, regular two way communication is important, especially in a shift environment, so we ask you to:
- Maintain open communication with the team to encourage regular feedback and share company Information and department updates in a timely manner.
- To develop and nurture close working relationships with all relevant Stakeholders and Business Partner personnel.
- Schedule monthly manager meetings to provide performance and departmental updates and to encourage regular feedback and collaboration. All meetings should have an agenda and minutes and your team should also have input into the agenda.
- Make sure your team is kept up to date with product and technical developments and information.
- Encourage your team to fully participate in the annual AES survey and follow up with an action plan to improve team and department engagement KPI’s.
Talent Management
Motivate and coach your team to ensure that employee performance is managed in line with the Allianz’s Partner’s Strategy. In order to achieve this we expect you to:
- Carry out annual performance reviews, end of probation reviews and maximise the opportunities in these meetings to recognise positive performance.
- Where training needs are identified, make use of training resources to ensure that sufficient coaching, mentoring and training is provided to improve employee performance in line with department and organisational objectives.
- Complete Personal Development Plans for each of your team members, keeping up to date training, coaching and feedback records and highlighting areas for improvement.
- Understand the career ambitions and aspirations of team members and help them to develop by actively ensuring managers have personal development plans in place.
- Identify high performing team members and encourage their development through regular career conversations and identify specific developmental actions.
High Performance
You will have a fixed team, however will also be responsible for others when on shift together.
We need you to develop a high performance culture in order to get the best out of the team and to do this we expect you to:
- Work with your team to make sure you achieve all Key Performance Area (KPI) targets set for the department.
- Ensure that you have the right resources at the right time to deliver the required level of performance and meet agreed KPI’s
- Actively manage the real time performance of the team.
- Plan with your manager the teams’ overtime in advance and make sure you use the budget wisely and fairly.
- Conduct regular one to ones with your team members. These meetings will include feedback on department call quality, absence and performance.
- Manage individuals’ and team performance by means of coaching, review and setting SMART targets. Spend time listening in to calls and providing side by side feedback and guidance
- Work with the Quality Auditors to understand any performance or productivity issues within your team.
- Ensure that you keep up to date records of one to ones and performance improvement conversations and ensure that performance issues and follow up meetings are scheduled within the defined and agreed timescales.
- Adopt a consistent approach and effectively monitor all employee relations issues, ensuring that lateness and absence is managed robustly and proactively in line Company policies and procedures.
- Be approachable and available to support and advise your team with customer queries as and when required.
- Escalate to your Manager any complex employee relations issues that may escalate.
- Promote and embed employee engagement and wellbeing plans across the team.
Quality and Customer Focus
Our vision is to be renowned as the caring premium UK assistance provider. We strive to deliver an exceptional customer experience at all points of assistance.
- Embed a strong customer service ethos and drive a culture of ownership and continuous improvement within the team to deliver outstanding assistance experiences at every opportunity.
- We expect you to instil a culture of ownership and responsibility within your team and make sure that this is reflected in their communication with the customer and their attitude towards them.
- Embed a culture of professionalism where you and your team adhere to procedural,
regulatory & industry requirements including but not limited to GDPR and TCF.
- If required and during extreme busy periods, there may be a requirement to answer customer calls to support your team and the business.
- Ensure you monitor all escalated/VIP cases and ensure they are being handled correctly.
- Highlight to the Head of Medical Assistance Hub and your Manager any customer feedback or product trends which may impact the business.
- Willingly take escalated customer or Business Partner contacts. Manage where possible to conclusion including resolution and ensure the case is highlighted to your Line Manager or the most appropriate Manager.
- To ensure that correct file management procedures are followed and that effective assistance management is undertaken.
Complaints Management
- Provide support and guidance when dealing with complex queries and attempt to seek resolution at first point of contact. Willingly take escalated customer or Business Partners contacts. Manage where possible to conclusion including resolution. Provide an objective report of events when required and ensure the case is highlighted to your Line Manager or the most appropriate Manager.
- Create culture and structure to empower Frontline Agents to manage and resolve assistance complaints within the Medical Assistance Hub prior to escalation to Customer Support Department and with a mechanism to log complaints in line with FCA requirements.
- When complaints are received via Customer Support, you will be expected to provide an objective report of events.
- Handle all regulated complaints within the FCA complaint guidelines
- Maintain open case tracker for most sensitive cases, monitor and discuss with your manager to ensure proactive resolution are found.
- Escalate high profile cases or contentious issues to the right Manager as soon as possible.
For serious issues, contact your Manager even if it is out of hours so that they can make sure other people are aware and provide further advice or recommendations if required.
Team Management
- Make sure everyone in your team is aware of the evacuation and out of hours security
procedures.
- To ensure all Payroll Activity and Absence recording is completed in a timely manner and in line with Payroll deadlines.
- To ensure that your work area is kept safe and tidy at all times.
- To abide by the Health & Safety Work Act 1974.
- To notify your Manager of any Health & Safety issues which may cause harm to fellow employees.
- To advise your Manager of any areas of work, where you feel you require any additional training.
- Be available for training on new schemes/policy changes and skills as required
- To carry out any other projects or duties that may reasonably be requested by your Manager
78738 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Temporary
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