The Role:
To successfully manage a Team and administration staff against set KPI's which
reflect volume but more importantly the quality of the team's work. Report previous months stats to the line manager with an action plan for any member of staff underperforming.
Work with internal managers, external bodies, contractor and customers to deliver strong performance in the revenue stream whilst maintaining full compliance with the Code of Practice.
Qualifications:
- PC Literate to a good standard, knowledge of Microsoft Office products
- Effective verbal and written communication skill
- Effective listening skills
- Strong interpersonal, presentation and problem-solving skills
- Ability to identify root cause and take corrective action
- Flexible and responsive to change
- Experience of performance management
- Decision making skills based upon sound judgement
- Ability to translate strategy into real life plans for direct reports
- Previous experience of managing and motivating a team
Responsibilities:
- Manage staff processing & managing appeals through to internal closure on the back-office software.
- Monitor productivity on reviewing and appeal handling.
- Ensuring set KPI's are met daily, reporting to Manager monthly success rate.
- Provide sufficient training to new and existing staff to ensure they have sound knowledge and capabilities to carry out their job to the best of their ability
- Perform regular reviews with each member of staff, and updating the Manager with information on performance
- Process appeals, whilst being the decision maker for appeal queries from admin staff which fall outside the agreed cancellation policy. Escalate all queries to Manager when unsure.
- Reporting all system faults to Manager immediately on detection to raise with IT team.
- Attendance at supplier meetings & conferences on request.
- Provide a customer focused service to all customers both internal and external responding to each contact on an individual basis and within timescales.
- Actively build and maintain excellent relationships at all levels.
- Provide relevant data and information to internal clients.
- Sponsor and participate actively in visits to operational sites when appropriate.
- Ensure all policies and procedures are adhered to by the team, whilst resolving customer challenges.
