Position Description Position Title:
Unit/Branch/Group:
Position Type:
Member Services Team Leader
Member Service Team (MST)
Fulltime
Reports to:
Roles reporting to this one: • Member Services Officer • Other roles as allocated
Review Date:
Location:
August 2012
Wollongong
Customer Services Manager
Classification:
Executive Approval:
Primary Objective: Contribute to the effective and efficient day-to-day management of the Member Services Team, and provide quality service and advice to staff, members, contributors, and consumers taking into consideration all Peoplecare & Customer Insurer policies and industry requirements under the private health insurance code of conduct. In order to achieve this goal, the Team Leader will lead by positive example to deliver a high quality service, support and team work in an efficient manner and in a way that strives for continuous improvement. The ability to meet member, staff, customer and management needs, embed quality outcomes and meet operational efficiency goals will be critical to success.
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K EY R ESPONSIBILITIES Responsibility Service Delivery
Activities •
Undertake weekly checking of outstanding work items to ensure they are being followed up (e.g. communications register items, workflow outstanding /for follow-up, unverified claims).
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Assist staff with complex questions and queries received from members.
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Manage customer complaints within the guidelines outline in the complaints handling, delegations, and code of conduct policies.
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Manage day to day workflow by reviewing SLA monitor and telephone indicators and adjusting resources as required.
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Contribute to technical information and support documents such as updating training/reference information materials and guides.
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Coordinate and manage staff leave and absenteeism and Maintain staff roster (team plan) for this team.
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Assist the Quality Assurance Officer in establishing quality standards for e5 workflow, while identifying and solving QA problems.
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Contribute to the development and review of processes and procedures.
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Develop and maintain effective business relationships with internal support groups, members and associated vendors / industry groups.
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Assist the Customer Services Manager in setting and reviewing staff Quality Assurance Goals.
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Coordinate staff to undertake systems testing on new enhancements and new system developments as
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Performance Measures •
Adherence to Operational KPI’s; - Telephone Quality - Telephony calls answered - Workflow processed - Workflow Processing Quality
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Daily/Weekly checking of outstanding work is undertaken on time 100% of the time.
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Rosters are organised to ensure front counter and telephony/workflow processing coverage.
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Staff absences are managed so that KPI’s and SLA’s are maintained.
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Escalated calls/claims are managed as per business KPI’s.
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Monthly reviews are undertaken and individual staff counselled as required to drive improvement.
Responsibility
Activities
Performance Measures
required.
Team Leadership
•
Adherence to company cultural markers.
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Inspire the team to perform positively through leading by example, and providing regular appriasal for good perofrmance.
• •
•
Team members are assisted when required and complaints are resolved satisfactory with a minimum upward referral.
Lead the team utilising the ethos that undlies the Peoplecare cultural markers and brand identity.
•
Liaise with the other MST / MRT leaders in coordination of workloads and resourcing, always undertaking this in a co-operative manner to esnure the goals and service standards of Peoplkecare & its cutomer insurers are met.
Complaints are resolved 100% of the time in accordance with the complaints handling and delegations policies, including the code of conduct.
• •
Performance data is provided to individual team members within 5 business days after each month end.
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Monthly face to face performance feedback is provided to individual team members within 5-10 business days after each month end.
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Ensure all team members are teated fairly & equitably in all dealings with them.
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Provide verbal performance feedback to team members on a monthly basis.
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Conduct formal yearly performance reviews.
•
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Conduct quality call & QA coaching on a monthly basis .
Formal performance reviews are conducted in July each year.
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Staff performance issues are reported or escalated to the Customer Services Manager promptly following the event/discussion.
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Each team members calls are monitored monthly according to the call quality monitoring criteria.
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Staff training, coaching and/or assessments are conducted on time 100% of the time.
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Provide updates to the Customer Service Manager of any performance issues within the team, including breaches of company policies and procedures. Undertake monthly checking to identify skill gaps that would prevent delivery high quality and highly efficient services.
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Assist the Customer Service and/or HR Manager(s) with MSO recruitment as requested
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Undertake coaching, management and development of staff when required.
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Be the first point of escalation for member compliments/complaints resolution.
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Responsibility
Activities •
Assist with staff induction training.
•
Assess team members as required by the Code of Conduct on an annual basis and assist with training and/or further coaching as required.
Performance Measures
Assist the Trianing Manager with input to staff training for the business as required from time to time such as rate rise, product and systems training etc.
Projects /Self Development
Procedural/Reporting
•
Undertake improvement based project work as assigned by the Customer Services Manager from time to time.
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Assist in the maintenance of the member services team business plan.
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Undertake a proactive involvement in self development and action plans outlined from individual performance review.
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Undertake the role and responsibilities of the Customer Services Manager during their periods of absence or leave (as required).
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Compile and record necessary performance and KPI data on a weekly and monthly basis for the team, staff and as requested from management.
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Review operations KPI data in-depth to provide recommendations for service improvement to the Customer Services Manager.
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Compile performance data for individual team members. Conduct EOM reporting tasks appropriate to the position.
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•
Business requirements are met from the project achievement
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Projects are completed on time as per project plan.
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Positive progress is made toward personal development. Completion of allocated tasks within agreed timeframes before Manager returns to work.
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Weekly data is available on the next business day after the end of each week.
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Monthly data is available within 5-10 business days after the end of the month.
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Service improvement recommendations are presented in a timely manner at monthly management meetings. The Monthly Operations Report is completed within the first 5-10 business days after the end of each month.
Responsibility
Activities •
Coordination and assessment of arrears management.
•
Investigation and approval of ex-gratia requests inline with delegation guidelines.
Authority • • • • • • • • • •
Financial approval as per delegations policy. Assist in Staff recruitment as required Training and personal development of staff. Performance management of staff. Daily service delivery and staff (direct reports) operational decisions. Contribution to changes to policies and procedures. Reporting deliverables. Staff reward and recognition. Process improvements. Adherence of staff compliance to policies and procedures.
Key Working Relationships • • • • • • •
I NTERNAL Member Service Team Leader(s) Member Relations Team Leader MST staff MRT Staff Management Team Support Groups (Finance, IT, Marketing, HR/Training)
E XTERNAL • • • •
Customer Insurers (as applicable) Fund Members Service Providers Business Partners / customer contacts (e.g. RBAHR)
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Performance Measures
Selection Criteria Essential
Desirable
•
Minimum 3 years fulltime staff management experience
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Project management skills.
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Staff Management qualifications and/or relevant experience.
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Understanding of financial budget management.
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Service delivery in a call centre / customer service / member service
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Health Insurance, general health background.
focussed environment.
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Exposure to privacy act requirements, EEO, HR principles in relation to workplace practices, OH&S, anti-discrimination.
Skills
Attributes
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Proven computer literacy (MS windows, office, outlook)
• Culturally sensitive
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Well developed organisational and time management abilities
• Must have control over emotions, be polite, courteous, patient
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Proven operational workforce management skills
• Have control over vocabulary (no cursing/swearing)
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Relationship management and networking skills
• No “hard sell”
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Leadership, team-building and people management skills
• Mature in approach
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Negotiation & decision making skills
• Demonstrate initiative and achievement drive
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Able to identify and manage HR risks and issues
• Trusting, trustworthy and approachable
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Excellent communication and presentation skills (verbal & written)
• A team player
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Continuous improvement orientation
• Performance and improvement focussed
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Well developed interpersonal acumen
• Fair and equitable when dealing with staff and members
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Problem solving and analytical with solution focused outcomes
• Displays empathy when required
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Skills in quality/process improvements.
• Ability to work to deadlines • Ability to effectively handle pressure
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