Job Description
Morgan McKinley is currently recruiting for a Emergency Escalation Manager role within the Travel sector, this role will suit a enthusiastic and eager individual.
This role will offer an expansion on an already existing skill set and the opportunity to grow within a fantastic organisation.
Contract duration: Permanent
Hybrid working
Key Responsibilities:
1. First point of contact to customers in times of distress, providing and maintaining great customer relations
2. Ensuring all customer need's are met by logistically planning and arranging resolution's in a customers hour of need.
3. Develop and implement new processes and policies to improve levels of service.
4. Liaise with global providers to obtain medical reports and negotiate medical expenses and cost containment.
5. Effectively manage an allocated case load and ensure operational efficiency.
6. Communicate with other team members to ensure a smooth coordination of cases across shifts and team members.
7. Promote a customer centric culture within the team and set high standards of service.
8. Make detailed case notes in the system.
9. Effectively manage and coordinate with triage consultants
10. Management of cases that require support from triage consultants
Requirements:
11. Previous experience in a professional services environment
12. Excellent people skills and excellent communication skills - both written and verbal
13. Ability to interact with and communicate effectively with people at all levels within the firm and externally
14. Ability to handle confidential information effectively, without breach of confidentiality
15. Strong attention to detail in composing and proofing materials
16. Experience in establishing priorities, scheduling and meeting deadlines combined with strong organisational skills and with an ability to prioritise an often conflicting workload
17. Ability to work on own initiative as well as a part of a team
18. Proficiency in MS Word/Excel/PowerPoint
19. Preferred experience in a professional services environment
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
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