Emergency Assistance - Duty Manager

• Annual Salary: up to £31.5k
• Location: UK (Shift work required)
• Job Type: Full-time/100% office based

Are you looking to join an organisation where no day is the same? Do you thrive in a fast paced environment where sometimes you need to think on your feet? An exciting opportunity has arisen to join a dynamic team helping their customers with exceptional service and support. This role involves managing motor assistance and medical emergency requests from overseas holiday insurance policyholders.

• Manage all incoming and outgoing telephone calls and emails in a professional and courteous manner.
• Maintain clear and complete records of each assistance case, ensuring follow-through to completion and informing the Underwriter of any exceptional arrangements made within guidelines.
• Manage all aspects of the assistance, ensuring services are delivered within agreed times and members are fully updated on progress.
• Escalate any service failures or potential problems to the Deputy Manager or Business Manager.
• Ensure cost-effective management of all aspects of the assistance, considering all available options.
• Check all invoices for UK and foreign suppliers against agreed parameters, pass for payment, and recover costs from the Underwriter or member within agreed guidelines.
• Advise members and answer queries regarding claims related to any overseas holiday policies. Liaise/negotiate with underwriter/loss adjuster on our member’s behalf to help resolve claims issues, within policy guidelines.
• Possess complete knowledge of all procedures, allowances, and benefits of any overseas holiday insurance product. Assess and advise on underwriting issues put by members and contact centre staff, within agreed guidelines.
• Recognise and communicate to Managers potential improvements in procedures and processes.
• Support and deputise for the Management Team within agreed guidelines when required.

• High level of organisation and ability to manage multiple assistance cases and prioritise effectively.
• Ability to remain calm and focused under pressure.
• Driven by providing the highest level of customer care and service.
• Experience working in a service environment.
• Excellent verbal and written communication skills.
• A good knowledge of French is essential.
• PC literate with fast and accurate typing speed.

• Competitive salary.
• Opportunities for professional growth and development.
• Supportive team environment.

Please apply online now if this sounds like the next career move for you.