Job Description
Morgan McKinley is currently recruiting for an Emergency Escalation Manager role within the Travel sector, suited to enthusiastic and eager individuals.
This role offers an expansion on existing skills and opportunities for growth within a fantastic organisation.
Contract Duration: Permanent
Hybrid Working
Main Responsibilities:
* First point of contact for customers in times of distress, maintaining great customer relations.
* Ensure customer needs are met by planning and arranging resolutions within a customer's hour of need.
* Develop and implement new processes and policies to improve service levels.
* Liaise with global providers to obtain medical reports and negotiate expenses.
* Effectively manage case loads and ensure operational efficiency.
* Communicate with team members for smooth coordination across shifts and teams.
* Promote a customer-centric culture and set high standards of service.
* Document detailed case notes in the system.
* Manage cases requiring support from triage consultants.
Requirements:
* Previous experience in a professional services environment.
* Excellent people skills and communication abilities (written and verbal).
* Ability to interact with people at all levels within the firm and externally.
* Effective handling of confidential information without breach.
* Strong attention to detail in composing and proofing materials.
* Experience in establishing priorities, scheduling, and meeting deadlines, combined with strong organisational skills.
* Ability to work independently and as part of a team.
* Proficiency in MS Word/Excel/PowerPoint.
* Preferred experience in a professional services environment.
Morgan McKinley acts as an Employment Agency and references to pay rates are indicative.
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