Service Delivery Executive

At Millstream, we are looking for a Service Delivery Executive to support the Head of Service Delivery with all aspects of technical and administrative duties to help ensure that the services provided by all of Millstream’s TPAs meet the required levels, are proactively developed to enhance the customer experience and relevant processes protect the underwriting performance of Millstream schemes.

Assist with building the most effective relationships at all levels with customers and suppliers.

Responsibilities:

• Deal with agent and client enquiries via the telephone and in writing to agreed service standards.
• Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.
• Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved to the satisfaction of our customers.
• Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.
• Demonstrate an in-depth knowledge of policy cover and the recoveries process and be able to discuss this confidently with external and internal clients and TPAs, providing guidance where necessary.
• Maximise subrogation and cost containment wherever possible
• Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service.
• Prepare performance analysis reports and interpret results.
• Undertake audits of Third-Party Administrators.
• Assist with the delivery and analysis of customer surveys.

Knowledge and Experience:

• Good working knowledge of travel, personal accident & loss of licence insurances
• Highly articulate and confident when dealing with people at all levels - clients, brokers and customers.
• A clear understanding of Conduct and Compliance requirements and responsibilities
• Empathetic, flexible and assertive customer management skills
• Able to organise own time and prioritise workload to tight deadlines whilst still maintaining a high attention to detail.
• Strong numeric, IT and analytical skills.
• Self-motivated and able to work effectively both as part of a team and independently.
• A good knowledge of Microsoft Office Applications and an interest in web-based technology.