Network & Relationship Manager

Bailey Finch Associates are delighted to assist their client with the role of Network Relationship Manager – Dorset

Responsibilities:
-Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
-Quickly and accurately identify and assess customer issues and resolve the issues real-time
-Identify and resolve operational problems using defined processes, expertise and judgment
-Investigate claim and/or customer service issues as identified and communicate resolution to customers
-Provide feedback to team members regarding improvement opportunities
-Provide expertise and customer service support to members, customers, and/or providers
-Quickly establish rapport relating to the customer in a polite, positive and courteous manner
-Project patience, empathy, caring, and sincerity in voice tone and words
-Express thoughts and information clearly and succinctly
-Handle irate callers in a manner that defuses their emotion
-Achieve quality and efficiency objectives
-Maintain proficiency in all technical applications (technical skills and system knowledge)
-Comply with all current policies, procedures and workflows

Experience working independently and managing a team. Working with wide range of stakeholder groups to help them understand and implement a range of community support models to support clients to access the service (peer support, community champions etc)
Raise profile of service and develop referral mechanisms into and out from service. Manage relationships across the network of community voluntary and non-statutory organizations working with the new service.

Requirements:

3+ years of customer service experience
Intermediate MS Excel, Word, and Outlook/email experience
Knowledge of medical terminology

If this sounds of interest to you, please forward your cv in the first instance to Bailey Finch Associates who are acting as a recruitment agency with this vacancy.