Travel Assistance Manager

We have an exciting opportunity for you to join us as a Travel Assistance Team Manager. Reporting to the Head of Technical Travel Claims, you will oversee the daily operations of our new Travel and Medical Assistance team. Your responsibilities will include supporting your team through coaching, training, workforce planning, one-on-one meetings, personal development plans (PDPs), and appraisals.

In this position, you will lead a team of travel and medical assistance coordinators, guiding them to deliver exceptional customer service to our clients abroad. You will also serve as the main point of contact for resolving customer issues and escalations, ensuring timely and appropriate responses

Key Responsibilities:

• Oversee and manage the Travel Assistance Team.
• Ensure the effective delivery of customer, service, and financial KPIs.
• Conduct performance management activities, including setting objectives, regular reviews, and managing absence/performance issues.
• Identify and address team training needs through regular call listening, QA/dip checks to ensure positive customer outcomes.
• Handle escalated complaints, perform root cause analysis (RCA), and implement steps to improve claims handling processes and reduce complaints.
• Collaborate with the team to identify potential process improvements based on customer feedback and performance data, driving continuous improvement.
• Foster a positive team culture.
• Develop basic technical capabilities to assist with team referrals.
• Liaise with internal teams and external suppliers to ensure a seamless process for our customers.

People Management Responsibilities:

• Up to 15 direct reports

Skills/Experience required:

• A degree and/or professional qualification is, desirable but not essential
• At least 5 years travel claims / medical assistance experience with at least 3 years at management/senior management level
• Experience of managing and improving processes and procedures
• Experience of claims support services tools and implementation
• Strong interpersonal skills and stakeholder management experience
• Ability to drive performance from a team
• Excellent written and verbal communication skills
• Good computer literacy, candidates should possess good Microsoft office skills, including Word, Excel, Outlook, Power Point and Project.
• A strategic thinker capable of producing high quality business cases
• Great organizational skills and use of initiative
• The ability to work to tight deadlines and therefore be able to prioritize a workload effectively
• Be comfortable working by yourself or as part of a team

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Admiral, Where You Can Be You

At Admiral you’re accepted, supported and empowered to be you. Because you’re brilliant.

We’re proud of our people-centric culture which has led us to being recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re committed to ensuring that at Admiral, progression is not slowed or haltered by barriers related to protected characteristics

Benefits, and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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