The Opportunity: Care Hub Manager

VHI is Ireland's leading insurer. Our mission is to change how healthcare is delivered to our customers. 

Responsibilities include:
  • Work with senior leadership team to deliver strategic and tactical business initiatives to address operational and process efficiency opportunities which enhance overall customer experience.
  • Continue to ensure Vhi Healthcare is market leader in the provision of a quality service to its members.
  • Support and ensure operationalization of the ongoing automation of business processes to ensure ongoing efficient and effective delivery of service.
  • Creating and implementing operational strategy and managing other aspects of the call centre’s daily operation
  • Tracking employee job performance, professional development and attendance in support of the clinical leadership and the senior administrators.
  • Monitoring random calls to assess and improve the quality of staff performance
  • Handling and resolving issues and complaints
  • Setting and meeting performance targets and carrying out appraisals
  • Tracking user feedback, key performance indices and other statistics
  • Preparing reports and making presentations to senior management and other stakeholders
  • Communicating the company’s goals so that all employees understand their role

Skills and Experience:
  • A keen understanding of Customer Service Developments and supporting technologies.
  • Proactive individual with high energy, tenacity and strong business acumen, capable of taking an active role in the GM team.
  • Customer-focused with strong communication and interpersonal skills.
  • Strong internal and external influencer.
  • Enjoys working in a challenging often changing environment.
  • A high level of decision making skills and a proven ability to manage for results.
  • You’ll need experience of working within a customer contact centre environment, as well as using a negotiation / coaching style approach with colleagues to ensure exceptional service delivery to customers. You’re experienced in digital customer service delivery in a multi-channel contact centre and managing multi-media contacts. You have the ability to understand and use data and business
  • You are experienced in resource planning and creating rotas, whilst also being highly organised with an ability to plan, prioritise and manage deadlines. You are able to use the full range of Microsoft Office and a range of ICT systems.
  • Intelligence to make informed and balanced service delivery decisions. Although not essential, it would be desirable to have experience within a customer service management role or similar.
  • Able to motivate, inspire and influence a diverse and dispersed workforce by example and persuasion.
  • Experience of administration and recording procedures, with an in depth understanding of confidentiality.
  • Proven relationship builder and influence with stakeholders and have experience of contributing to the development and achievement of operating plans.

VHI is an equal opportunities employer.Closing date for this role is 27th May 2022. 

This service is delivered and maintained by Candidate Manager on behalf of VHI.