Account Management Representative Job ID: 101

Job Details:
Risks Managed:
 
  • Customer dissatisfaction (solicitor clients, medical legal clients and, where necessary, RTW clients
  • Customer attrition – poor contract retention
  • Customer complaints escalating from ‘shop floor’ staff to decision makers
  • Poor service dissuades customer ‘shop floor’ staff from using OH services and volumes suffer
  • Lack of promotion of products to customer ‘shop floor’ staff negatively impacts referral volumes
  • Risk of disconnect between incoming call handling team and UK sales team leading to loss of sales opportunities
  • Effectiveness of OH processes – potential negative impact on cash flow and customer relations
  • Slow reaction to Accident Solicitors Helpline incoming leads has negative effect on conversion rates
 
Responsibilities:
 
  • Dealing with complaint handling and ensuring that, where necessary, operational processes are changed to ensure that service failures can not be repeated
  • Case Management of difficult or sensitive cases, included cases which are under the immediate concern of other departments
  • Supporting the Collections Team and Operation Teams to ensure excellent standards of customer service
  • Ensuring contract retention through ensuring standards
  • Ensuring appropriate levels and standards of written and verbal communication with customers
  • Producing Management Information in format required by customer
  • Supporting the Sales team in the implementation of new contracts
  • Problem solving, particularly with regard to new contracts.  Working closely with the IT Department to ensure SF processes are fully tested
  • Taking a role in the handling and appropriate escalation of sales enquiries received in Malta (including ensuring that all appropriate leads are harvested by the COPs team and dealt with quickly)
  • Overseeing the handling of ASH calls and the subsequent placing of ASH cases with solicitor panel
  • Managing inbound communication with customers – ensuring operator availability, quality of query handling, complaint handling etc
  • Ensuring continual review of processes and procedures for ongoing improvement.
 
 
If you are interested or knows of someone that could be, kindly contact Krista Psaila on [email protected] 

Country: Malta
Region: Any Region
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