A hybrid team manager for 12 employees within the emergency travel medical assistance team and Sales and Service team servicing both leisure and corporate books of business. Point of contact for the team leaders for escalated complaints, as well as for escalated staffing issues (sickness, behavioural issues). Assisting account managers is managing relationships with stakeholders including discussions surrounding spend on medical assistance files, trend analysis for types of cases that are handled, complaint trends. Process implementation, and safeguarding reviews. Conducting annual reviews, and 1-2-1's to providing feedback on performance and areas of improvement. Issuing targeted improvement plans for underperforming members of the team. Conducting disciplinaries. Knowledge of Microsoft Office applications, Liberty, CMS, Nice/Verint systems. Monitoring customer experience via NPS, and complaint feedback.

Managing team independently from service manager, overseeing team workloads and redistributing as required, assisting managers with achieving department KPI’s and SLA’s. Reporting daily in call centre SLA’s to management team, assisting service managers with interview notes ranging from employment interviews to disciplinaries. Conducting coaching and training as per the individual’s requirement, listening to call and providing feedback, managing complaints either by email or telephone and providing resolutions where possible or escalating to appropriate team.

First point of contact for overseas customers by email or telephone. Managing complex medical conditions, within time constraints and making repatriation arrangements from airline booking via a travel agent, to air ambulance repatriations from isolated or hostile environments. Supported both leisure and corporate customers during difficult times. Assisting with conducting company inductions, coaching and mentoring other team members.