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Form of workHere at IMG we are pleased to announce that we are looking for a Contact Centre Team Leader Nights)working out of our Cardiff Office on a Remote or Hybrid Basis on a permanent contract working 37.5 hours a week with a competitive salary of £27,000 - £32,000.
As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®.
This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.
What does a day in the life of a Contact Centre Team Leader Look like?
- Maintaining an oversight of pending e-mails (return post and new claims), call performance, incoming post, staff productivity with a view to managing/maintaining service levels and escalating any known service issues
- To act as an escalation point for Clients, Members and other external providers and resolve any queries
- Providing coaching, support and direction to team as necessary
- Ensuring all staff (internal and external personnel) have adequate instructions and procedures to accurately perform their roles
- Ensuring any assistance given, and costs incurred are provided for within the terms and conditions of the insurance policy with a focus on cost containment
- Ensuring that all schemes are set up correctly in the respective claims systems
- Ensuring that all system notes are relevant, complete and accurate
- Acting as the initial referral point for Senior Case Managers queries
- Identifying and sponsoring change which promotes service delivery improvement and/or efficiencies
- Communicating and discussing any service delivery issues, training needs, complaints (actual or likely), to the Management Team
- Communicating departmental targets and goals and sharing performance
- Ensuring all System Tasks are reviewed on a regular basis and are properly assigned, prioritised and completed
- To maintain an oversight on the handling and direction of all current cases and to provide support and direction to Case Managers as necessary
- To assist with claims and reserve authorisations as and when required
- To ensure all cases are properly closed and accurate final reserves are provided for relevant parties .
- Prepare, document and carry out performance reviews, one to ones and return to work interviews
- Assist the Supervisor with the recruitment process
- On Call responsibility
- To carry out any other tasks as agreed with a Supervisor or the Operations Manager
What We`re Looking for:
- Previous insurance/assistance experience or similar (Preferred)
- Proficiency with Microsoft office suite
- Strong customer service skills, both for telephony and written communications
- Attention to detail is imperative
- Accountability and Commitment
- Respect for Others
- Customer Focus
- Business Acumen
- People Management
- Change Management
- Teamwork
- Communications
- Customer service experience (Preferred)
- Previous call centre experience (Preferred)
- Previous administration experience (Preferred)
What do we offer:
- Remote or Hybrid Working
- Competitive Salary of £27,00 - £32,000
- We promote internally as much as possible
- Diverse workforce
- Summer and Christmas Parties
- Birthday Day Off
- Bupa Dental Insurance
- Healthshield Cash Plan
- Travel Insurance
- 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days
- Christmas Eve Off
- Surprise events for overachieving employees - such as tickets to Beyonce etc
- Employee of the month/year awards
- 2 volunteer days a year
IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
Proud member of the Disability Confident employer scheme
