Duties & Responsibilities

▪ To lead, manage and motivate the team
▪ Monitor and maintain service levels to ensure compliance and identify areas for improvement.
▪ Ensure team targets, service levels and key performance indicators are met, on a daily basis.
▪ Manage a caseload of approximately 50 cases a month on which urgent inspections are required
▪ Continuous updating of the policies and procedures for the team
▪ Drive performance through call and postal monitoring
▪ Performance management and identifying individual training requirements and implementation and delivery of training plans
▪ Co-ordinate regular coaching and training for new and existing staff
▪ Take ownership for resolving day-to-day team issues
▪ Receive detailed enquiries, qualify, filter and distribute within given boundaries
▪ Ensure correct forecasting for staffing requirements
▪ Allocate workloads and resources efficiently to meet customer demands and optimise operational efficiency
▪ Monitor and analyse data related to operational performance, customer satisfaction, and employee productivity
▪ Handle escalations from customers, providing timely and effective resolutions to ensure customer satisfaction
▪ Develop and implement strategies to enhance customer service experience
▪ Stay updated with industry trends, regulations, and best practices in medical reporting to provide guidance and ensure compliance
▪ Foster a positive and motivating work environment, encouraging teamwork, collaboration, and employee development

Skills and Knowledge Required:

▪ The ideal candidate must have at least 2 years PQE working within HDR and experience managing a full caseload including litigated work
▪ Previous experience in a high-volume customer service role
▪ Proven track record of managing and leading teams, with the ability to thrive in a fast-paced and energetic environment
▪ Strong analytical skills to review and interpret data, identify trends, and make informed decisions
▪ Excellent problem-solving skills with the ability to address issues promptly and efficiently
▪ Familiarity with service level agreements (SLAs) and the ability to review, monitor, and improve performance against targets
▪ Ability to allocate workloads effectively, considering resource availability and customer demands
▪ Strong communication and interpersonal skills to handle customer escalations and foster positive relationships
▪ Knowledge of recruitment processes and experience in assessing staffing needs
▪ Proficient in using relevant software and tools for data analysis, reporting, and team management