Key Tasks/Accountabilities To manage all incoming and outgoing telephone calls and emails in an efficient, professional and courteous manner. Maintain a clear and complete record of each assistance case and follow through on all cases to completion. Ensuring that the Underwriter is informed of exceptional arrangements made within Club guidelines. To manage all aspects of the assistance, ensuring that all services are delivered within the agreed times and members are fully updated on progress. To ensure that any service failures or potential problems are escalated to the Deputy Manager or Business Manager. To ensure that all aspects of the assistance are managed in the most cost effective manner, considering all options available. Check all invoices for UK and foreign suppliers against agreed parameters. Pass for payment and recover costs from the Underwriter or member within agreed guidelines. Advise members and answer queries regarding claims relating to any Caravan and Motorhome Club overseas holiday policies. Liaise/negotiate with underwriter/loss adjuster on our member’s behalf to help resolve claims issues, within Club guidelines. Possess complete knowledge of all procedures, allowances and benefits of any Caravan and Motorhome Club overseas holiday insurance product. Assess and advise on underwriting issues put by members and contact centre staff, within agreed guidelines. To recognise and communicate to Managers potential improvements in procedures and processes. Support and deputise for the Management Team within agreed guidelines when required. Essential Skills & Experience Required Good standard of education – including English Language GCSE or equivalent High level of organisation required To be able to manage multiple assistance cases and prioritise effectively To be able to remain calm and focussed under pressure To be driven by providing the highest level of member care and service Experience of working in a service environment Excellent verbal and written communication skills A good knowledge of French is essential PC literate with fast and accurate typing speed