What you’ll be doing:

• Ensure that all enquiries from the networks are dealt with promptly and efficiently in a courteous, professional and informed manner.
• Review customer surveys and where necessary take remedial action under the guidance of the Head of Networks and/or Network Manager.
• Ensure there is a transparent, open and consistent methodology in how tasks are been completed by network team.
• Liaise with Customer Relations to obtain information on network complaints for use by network managers and to investigate where required.
• Liaise with Client claims/complaints department to investigate complaints and provide documented feedback.
• Ensure regular MI performance reports and business scorecards are produced within agreed timeframes and disseminate reports for network managers and 3rd parties. Assist with ad hoc MI requests using reporting tools such as Power BI & Business objects.
• Monitor cases to ensure they are managed within contract terms and achieve optimum cost control.
• Coordinate AHR network conferences, events, audit process with network and insureds.
• Maintain and manage files for contractors and operators to ensure compliance (i.e., contracts, insurance and technical accreditations) and audit trail is in place.
• Maintain responsibility for assigned 3rd party network relationships, generally those which are less frequently used by AXA Assistance, but that still require adequate oversight. It is envisaged that this will be handled remotely, although there is potential for occasional site visits.
• Manage the system to ensure operational deployment reflects network policy and provide necessary updates to operational teams of any key changes.
• Proactively manage dispatch for Irish Patrols, ensuring seamless coordination with Patrol team to optimise response times and service quality
• Handle Motor and Home payment queries; promptly escalate any issues to Networks Management and maintain thorough tracking of resolutions until closure, with clear status updates.
• Provide targeted support to resolve issues with third-party networks or Irish Patrol services, document root causes, and outcomes / resolution.
• Ensure accurate data recording and maintenance across integrated systems (i.e. Prolink AREV, e-Pangea and Easi Territories).
• Provide guidance on use of technology by the network and liaise with IT and other internal teams as necessary to maintain appropriate usage levels and quality.
• Support finance team with network invoice queries.
• Other duties as allocated by the Head of Networks.

• A positive pro-active approach and a willingness to help.
• Initiative to deal with queries and resolve as appropriate.
• Commercial acumen
• Analytical skills
• A courteous and friendly manner to visitors, colleagues and callers at all times
• The ability to work under pressure, dealing with multiple tasks or requests simultaneously.
• The ability to exercise the utmost discretion in handling calls and queries.
• A smart, business-like appearance and professional telephone manner
• Excellent geographical knowledge of Ireland
• Able to produce quality management information.
• Excellent verbal and written communication skills
• Willingness to take initiative to solve problems to ensure our customers are treated fairly.
• Excellent organisational and time management skills
• Flexibility and willingness to undertake occasional Ire travel.
• Effective team player, working to create and achieve shared objectives.
• Ability to disseminate technical information and present comprehensively.
• Competency with and ability to use effectively standard software packages, including Word, Excel, AREV, APEX, PowerPoint, Business Objects or other reporting tools and Map point.

Who we are: