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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 that provides outstanding experiences to customers every day, while ensuring all performance targets and KPIs are consistently met.
To manage, develop, and motivate your team to deliver a customer-centric service that results in exceptional customer experiences daily.
To foster a high-performance culture where employees 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, including weekends and bank holidays. Due to the nature of our business, there may be times when longer hours are required.
Products & Services Responsible For
Managing day-to-day UK Medical Assistance activity and real-time performance.
Communication, Collaboration, and Engagement
* Maintain open communication with the team to encourage feedback and share updates promptly.
* Develop and nurture relationships with relevant stakeholders and business partners.
* Schedule monthly manager meetings with agendas and minutes, involving your team.
* Keep your team informed about product and technical developments.
* Encourage participation in the annual AES survey and implement action plans to improve engagement KPIs.
Talent Management
Motivate and coach your team, conduct performance reviews, identify training needs, and support career development through personal development plans and regular career conversations.
High Performance
Develop a high-performance culture by achieving KPI targets, managing resources effectively, and conducting regular performance reviews and coaching sessions.
Manage employee relations proactively, support your team with customer queries, and escalate complex issues appropriately.
Quality and Customer Focus
Embed a customer service ethos, ensure professionalism and compliance with industry standards, and monitor escalated or VIP cases.
Handle escalated customer or business partner contacts and ensure proper file management and assistance procedures.
Complaints Management
Support resolution of complex queries, manage complaints within FCA guidelines, and escalate high-profile cases as needed.
Team Management
Ensure team awareness of safety procedures, complete payroll and absence records timely, maintain a safe workspace, and adhere to health and safety regulations. Support training needs and perform other duties as assigned.
Job code: 78738 | Department: Customer Services & Claims | Employment type: Full-Time, Temporary | Company: Allianz Partners
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