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Our client is an award-winning business looking for an experienced Customer Services Team Leader to add experience and leadership to their small and friendly team, with a renewed outlook on processes and procedures within the department, to help streamline the service and drive the team forward. The Customer Service Team Leader will be liaising with corporate health insurance patients.
This is an office based position on the outskirts of Ipswich in Suffolk. Applicants must be within easy travel distance.
As the Customer Services Team Leader, you will be responsible for leading and overseeing a small team of Customer Service Administrators, ensuring the smooth running of all insurance and specialist services including:
路 To recruit, develop and mentor the team in all aspects of their work and personal development
路 To oversee the achievement and maintenance of agreed customer service levels, business KPIs and standards
路 To plan, prioritise and delegate work tasks to ensure proper functioning of the department
路 To ensure the necessary tools are available to provide a quality customer service delivery, and if not submit a full proposal justifying additional tools
路 To monitor and ensure accuracy of reporting and database information, including invoicing
路 To manage all non-clinical aspects of the insurance services on a daily basis
路 To work with the Senior Team Lead, and Service Delivery Manager to organise the clinical support required by non-clinical staff with an aim to ensure a seamless patient journey
路 To assist the Senior Team Lead and Service Delivery Manager in reviewing and interpreting monthly statistics and monthly Management Information in order to monitor operational quality and performance
路 To assist the Senior Team Lead and Service Delivery Manager in analysing key service tasks with an aim to produce accurate and reliable capacity analysis information to identify service staffing needs
路 To contribute to the business strategy by supporting the development of new business and the retention of current contracts.
路 To work with the Senior Team Lead and Service Delivery Manager to perform regular service audits with a key focus to provide quality assurance across the Insurance Service Team
路 To manage and oversee the referral process of all specialist and diagnostic appointments within agreed Key Performance Indicators
路 To liaise and build relationships with all key suppliers of specialist / diagnostic services to source the best prices and services
路 To review and monitor all operational processes and suggest ways to improve these business processes
路 To undertake any other duties compatible with the grading of the post, as required
