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Form of workAs 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®.
What does a day in the life of a Emergency Assistance Supervisor look like?
- To support and assist the Operations Manager for all aspects of service delivery within the Contact Centre.
- Resolve customer complaints and/or any type of service issues as a priority
- Support the team leaders with training needs for the team
- Assist and support employees with decision making or handling resolution.
- To encourage and promote efficiency and quality performance in all aspects of our service delivery
- Take ownership for and see through to conclusion allocated processes and functions to ensure standards of Customer Service excellence are met
- To meet contract client SLA's
- To meet agreed objectives and to define and meet KPI's
- To supervise staff in their day to day, listen to phone calls, review cases and activity reports to ensure compliance with company procedures and standards at all times
- To proactively identify service gaps, process issues or any risks and take action to improve and resolve directly or via escalation to area Manager
- To supervise staff performance and productivity; ensuring their adherence to training, company protocols and client expectations
- To coach staff in their day to day, providing them with feedback and monitoring their improvement. To support training development and delivery when required.
- To work in a professional manner at all times
- To work as part of the collaborative Global Response Management team and to promote the company ethos and standards at all times
What We`re Looking for:
- Previous insurance/assistance experience or similar (Required).
- Supervisor experience (Preferred).
- A great communicator and enthusiastic about helping customers.
- Passionate about achieving goals.
- Comfortable dealing with customer queries and complaints.
- Computer literate.
- Self-motivated and can work with minimal supervision.
- Resilient and can adapt to a fast paced and ever-changing environment.
- Fluent in English and an additional language German, French or Italian speakers (2nd language is not essential).
- Proficiency with Microsoft office suite.
- Strong customer service skills, both for telephony and written communications.
- Attention to detail.
- Ability to work independently.
- Ability to prioritize workload.
- Strong written and verbal communication skills.
- Ability to be adaptive to the needs of the team.
- Customer service experience (Preferred).
- Previous call centre experience (Preferred).
- Previous administration experience (Preferred).
What do we offer:
- Working from Home (Remote or Hybrid)
- Competitive Salary of £30,000 - £37,000 (Depending on Experience & Including Language Bonus)
- 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.
