The Company:

As a recognised Tier 1 MedCo agency, with over 30 years’ experience in the industry, we’re proud to deliver reporting services that set the standard. Year on year, we deliver quality, efficiency and value for money across RTA, Industrial Disease, Military Claims and Housing Disrepair and will continue to provide reporting services the only way we know how – the MLA way!

Summary of Position

Providing leadership towards the achievement of maximum efficiency in line with company vision and values. Leading, managing and motivating the Team Leaders and staff within the Operations Department to provide a first class service to all customers.

Duties & Responsibilities:

• To lead, manage and motivate the teams
• Monitor and maintain service levels to ensure compliance and identify areas for improvement.
• Ensure Team Leaders and team targets, service levels and key performance indicators are met, on a daily basis.
• 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
• Provide support and assistance for Team Leaders to help and develop their skills and knowledge
• 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 optimize 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::

• Previous experience in a high-volume customer service role, preferably within the medical reporting industry
• 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

Benefits:

• Salary £30,000 – £45,000 depending on experience
• 37.5 hours per week, Monday to Friday
• Hybrid working
• Company Pension
• Private Healthcare
• 25 days Annual Leave plus Bank Holidays
• Twice yearly company parties (Summer and Christmas) plus regular office events and charity days.
• Christmas bonus