Address
Form of workWe have an exciting opportunity for and experienced Customer Service Team Leader to join our Member Advisor team based in Bristol.
Working in liaison with and reporting to the Claims Co-ordination Manager, you will be leading and inspiring team members to deliver outstanding service to both internal and external clients and members and achieve set performance levels in a live setting;
This is a varied role where you will be managing performance through the use of:
- Wall boards – reacting to performance as workflows indicate
- Daily MI to sharing performance via portal analytics – SSRS Reports
Your role will entail:
Taking tactical action as agreed with management to positively effect performance as the channel flows indicate
Coach and mentor each team member in line with each individual’s Personal Development Plan (PDP) and training pathway
Conduct team’s scheduled 121 meetings .
Be an Expert Subject Matter Expert. Able to share knowledge with all operational personnel as required for client and member queries
Motivate team to ensure all are engaged to perform in the most effective way
Work in liaison with and reporting to direct report, the Team Leader will be responsible for:
About The Role
We are looking for the following skills and background:
· Good problem solving and analytical skills
· Good commercial awareness with the ability to make decisions with the “bigger picture” in mind.
· Ability to identify when it becomes appropriate to escalate a problem.
· Ability to make effective contact with clinicians, accurate assessment of information obtained and acting appropriately upon the outcome.
· Strong diplomatic communicator at all levels; verbally and written to build and maintain internal and external relationships.
· Able to demonstrate critical independent thinking and the ability to multi-task in situations where in the outcome is time sensitive.
· Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate.
Required Criteria
- Ability to motivate the team
Desired Criteria
- Medical Claims experience
- Call Centre Experience
Skills Needed
Company Culture
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.
Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.
Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.
We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Company Benefits
Commitment to career development
We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.
We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Hybrid Working
Salary
£30,000.00 - £35,000.00 per year
