Position Summary:

• Assist with day to day management of team
• Comply and ensure adherence to internal and external audit.
• Drive adherence to key service level agreements
• To work as part of a team in the most efficient manner to achieve business objectives and team targets. Ensuring all work carried out is to a high professional standard.
• Assist with training

Functional Knowledge:

• Solid knowledge of Microsoft EXCEL
• Good general IT skills
• Excellent customer service skills
• Ability to handle calls in a diplomatic and helpful manner
• Full understanding of claim registration process

General Background, Experience & Professional Qualifications:

• Excellent customer service, organisational & communication skills with a proven record.
• Must be a good Team player
• Excellent EXCEL knowledge

Key Responsibilities:

• Assist with day to day management of the team including achieving of team targets, SLAs, KPIs and benchmarks
• Contribute towards established client relationships, meeting client requirements, including qualitative and service standards
• Comply and ensure adherence to internal audit requirements and external client requirements
• Assist as appropriate existing/new account development
• Assist with employee development and performance levels in line with the needs of the business.
• Ensure adherence to technical requirements as set by Broadspire
• Work alongside the team manager to define clear processes for service team.
• Review systems and capabilities to improve efficiency and effectiveness of the relevant teams
• Provide training to new and existing members of the team
• Answering telephonic enquiries
• Working within agreed service criteria.
• Data inputting.
• Regular liaison with Team Manager.
• Ensure work prioritised effectively.
• Working within agreed SLAs
• Ensure personal targets are met.
• Provide administration cover within the unit when and as required
• Responsible for own personal and professional development and advancement.
• Perform ad-hoc tasks as required and directed from the Team Manager including meeting preparation, maintaining spreadsheets and basic system reporting.

Behaviours:

• Recognises and works as one team
• Commits to team decisions
• Works collaboratively with others to achieve individual and team objectives
• Shares information, knowledge & experience freely with others
• Enjoys work and has a positive impact on others
• Builds and maintains positive relationships within and across the team
• Promotes a positive working environment
• Enthusiastic

Skills:

• Ability to work on own initiative
• Ability to demonstrate attention to detail and accuracy
• Ability to work as an individual and as part of a team
• Excellent customer service and communication skills
• A positive attitude and a proactive approach to solving problems
• Able to co-ordinate a variety of actions concurrently