Customer Service Executive

Job Title: Customer Service Executive (known as Medical Assistance Coordinator)
Location: London Bridge or Bournemouth (Hybrid)
Department: Medical Operations
Reporting to: Team Manager

About Crisis24

Crisis24, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, and has recently expanded its operations, with Medical Assistance added to our Integrated Risk Management portfolio of services. With a combined expertise covering 55 years we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.

Summary of the Role

Crisis24 provides 24/7 medical assistance to leisure and business travellers as well as expatriates across the globe. As a Medical Assistance Coordinator, you will be responsible for effectively and professionally assisting our clients while overseas. The services may vary from booking a doctor’s appointment to organising a medical evacuation or repatriation.
You will work as part of a team in a fast-paced environment handling inbound and outbound calls, as well as managing emails and case work. The role will involve a high level of contacts with travellers often in difficult and sensitive circumstances.
You will liaise closely with hospitals and clinics for appointments and guarantees of payments as well as clients based both in the UK and overseas. The travellers will require practical help and advice and may be distressed or vulnerable. They will require your support and reassurance. To be successful in this busy role, you will need to be able to work well under pressure, be able to multitask, display empathy, adhere to specific Data Protection and Confidentiality requirements, follow policies and procedures and mainly be enthusiastic!

Main Responsibilities

• Managing all elements of Medical Assistance service delivery professionally and in line with company procedures. Key responsibilities include (but not limited to): Inbound & outbound call handling, email handling, case management, diary management
• Acting as an ambassador for excellent customer service delivery
• Adhering to telephony and case handling Service Level Agreements
• Logging relevant details on the case management system ensuring the calls are handled appropriately, within policy and process.
• Referring cases outside own level of authority through the correct escalation process
• Adhere to set policies and procedures
• Informing and updating the relevant clients in line with policy
• Providing regular updates in a timely manner to operational management on high profile and cost cases, highlighting high risk (medically or reputational) cases to your line manager
• Providing suitable alternatives and direction to clients to help resolve their problem
• Accurately maintaining the information recorded on the case management system
• Setting clear customer expectations: Clear timelines for next steps, meeting agreed customer update timings, and handholding the customer through their journey with us
• Provide a high level of quality through your service delivery
• Be responsive and empathetic to the needs of colleagues and clients.
• Communicate professionally, employing excellent listening skills
• Build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs

Job Requirement (Skillset)

• Ability to work well under pressure in a busy and fast paced environment
• Ability to multitask
• Effective time management and ability prioritize workload
• Excellent communication skills – both verbal and written
• Can do will do attitude
• Ability to take ownership of problems and resolve them
• Previous experience is Medical Assistance, Insurance, contact centre, customer service essential
• Fluency in a second European language an asset but not essential

Benefits

• 25 days holiday plus Bank Holidays
• Group Life Insurance
• Employee Assistance Program
• Incentive Bonus Scheme
• Group Pension Scheme

Working Pattern

The Medical Assistance Coordinator is a hybrid role worked between the office and your home. You will be required to work 37.5 hours per week, operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work hours at the weekend and Bank Holidays is also required. Bank Holiday hours will be paid back as time off in lieu.

Please note only those eligible to work in the UK or have a valid UK work permit/visa will be considered for this vacancy.