As the Head of Travel Claims and Travel Assistance, you will lead the UK Travel contact centres, ensuring the delivery of exceptional customer advocacy and operational excellence. You will be responsible for managing the end-to-end travel claim insurance operations and medical assistance claims, ensuring processes are handled efficiently, accurately, and in a manner that safeguards the interests of our insured clients. This role is integral to the UK Travel Book strategy and transformation programme, with a focus on maintaining high standards of customer service, employee engagement, and regulatory compliance.

Key Responsibilities:

• Lead and oversee the UK Travel contact centres, ensuring delivery of high-quality customer service aligned with strategic objectives.
• Manage the travel claim insurance operations and medical assistance claims, ensuring procedures are executed efficiently and accurately.
• Develop and implement operational strategies that enhance customer satisfaction, protect insured interests, and meet business goals.
• Ensure all activities are compliant with regulatory requirements and internal policies.
• Oversee all out-of-hours activity, including on-call responsibilities, with flexibility during peak periods and weekend coverage to maintain high service standards.
• Collaborate closely with the Chief Medical Officer, medical nurses, and doctors to coordinate medical assistance and claims handling.
• Drive continuous improvement initiatives to streamline operations and enhance the customer experience.
• Manage budgets, monitor key performance indicators (KPIs), and ensure cost-effective operations.
• Lead, develop, and motivate the team, fostering a culture of inclusion, excellence and accountability.