Duty Officer

Caravan and Motorhome Club; East Grinstead; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the caravan and motorhome sector is seeking an Assistance Manager. The role involves managing member assistance inquiries, ensuring service quality, and supporting the management team. The ideal candidate will have strong organizational skills, excellent communication abilities, and be fluent in French, demonstrating a commitment to high member care standards.

Qualifications

• Good standard of education, including English Language GCSE or equivalent.
• Experience in a service environment.
• Excellent verbal and written communication skills, with a good knowledge of French.

Responsibilities

• Manage all incoming and outgoing telephone calls and emails efficiently.
• Maintain clear records of each assistance case.
• Advise members on claims and liaise with underwriters.

Skills

Organization

Communication

Member Care

Problem-solving

Bilingual (English and French)

Education

English Language GCSE or equivalent

Job description

Key Tasks/Accountabilities

• To manage all incoming and outgoing telephone calls and emails in an efficient, professional and courteous manner.
• Maintain a clear and complete record of each assistance case and follow through on all cases to completion. Ensuring that the Underwriter is informed of exceptional arrangements made within Club guidelines.
• To manage all aspects of the assistance, ensuring that all services are delivered within the agreed times and members are fully updated on progress.
• To ensure that any service failures or potential problems are escalated to the Deputy Manager or Business Manager.
• To ensure that all aspects of the assistance are managed in the most cost effective manner, considering all options available.
• Check all invoices for UK and foreign suppliers against agreed parameters. Pass for payment and recover costs from the Underwriter or member within agreed guidelines.
• Advise members and answer queries regarding claims relating to any Caravan and Motorhome Club overseas holiday policies. Liaise/negotiate with underwriter/loss adjuster on our member’s behalf to help resolve claims issues, within Club guidelines.
• Possess complete knowledge of all procedures, allowances and benefits of any Caravan and Motorhome Club overseas holiday insurance product. Assess and advise on underwriting issues put by members and contact centre staff, within agreed guidelines.
• To recognise and communicate to Managers potential improvements in procedures and processes.
• Support and deputise for the Management Team within agreed guidelines when required.
  
  

Essential Skills & Experience Required

• Good standard of education – including English Language GCSE or equivalent
• High level of organisation required
• To be able to manage multiple assistance cases and prioritise effectively
• To be able to remain calm and focussed under pressure
• To be driven by providing the highest level of member care and service
• Experience of working in a service environment
• Excellent verbal and written communication skills
• A good knowledge of French is essential
• PC literate with fast and accurate typing speed