o build solid relationships with the ’Top 7’ 3rd party organisations in order to drive efficient, timely and effective service to customers.

To drive best practice across the 3rd party and Operational teams, positively contributing to improvement initiatives and future mutual efficiency.

Job title:

Account Manager

Job Description:

Accountabilities and main responsibilities

• Form and develop strong relationships with the designated 3rd party representatives to drive mutual best practice and deliver excellent customer service
   
• Build and establish regular and clear communications plan with the defined 3rd party organisations
   
• Identify opportunities to ensure ‘right first time’ claim submissions, in order to drive speedy outcomes for customers
   
• Identify opportunities for reduction in turnaround times on 3rd party claims, and each stage within the overall process
   
• Positively contribute to the Aged Claim position and population by working with 3rd parties to unblock and progress issues
   
• Create, issue and analyse an Engagement Survey in order to understand 3rd party satisfaction with service
   
• Identify opportunity for improvement and present recommendations to the Partnership, with best practice in mind

• Present findings to Partnership, along with recommendations for longer term process improvement

• Work closely with FSCS Relationship Management Team to drive improvement in relationships, service and compliance