Job Description
Morgan McKinley is currently recruiting for an Emergency Escalation Manager role within the Travel sector. This position suits an enthusiastic and eager individual who can expand their existing skill set and grow within a fantastic organisation.
This role will provide an exciting opportunity to develop and implement new processes and policies, ensuring high levels of service and customer satisfaction.
Key Responsibilities:
* As the first point of contact, provide exceptional customer relations and maintain a positive experience during times of distress.
* Logistically plan and arrange resolutions to meet customer needs, ensuring timely and effective outcomes.
* Develop and implement new processes and policies to continuously improve service standards.
* Liaise with global providers to obtain medical reports and negotiate expenses and cost containment.
* Effectively manage a case load, prioritising operational efficiency and ensuring seamless coordination across teams.
* Promote a customer-centric culture, setting high standards of service and excellence.
* Maintain detailed case notes in the system, accurately recording key information.
* Manage and coordinate cases that require support from triage consultants, ensuring effective collaboration.
Requirements:
* Previous experience in a professional services environment, demonstrating expertise and understanding.
* Excellent people skills, with strong communication skills both written and verbal.
* Ability to interact effectively with people at all levels, maintaining confidentiality and professionalism.
* Strong attention to detail, composing and proofing materials with accuracy.
* Experience establishing priorities, scheduling, and meeting deadlines, combined with strong organisational skills.
* Ability to work independently and as part of a team, leveraging initiative and collaboration.
* Proficiency in MS Word, Excel, and PowerPoint, with preferred experience in a professional services environment.
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