Job Introduction

Member Operations – International, provide a world class service to MPS’s International members,   through multiple communication channels, primarily by telephone, email and outbound contacts as appropriate to maintain and enhance the service.

Role Responsibility

• Manage all aspects of new member applications enabling “easy to do business with” application management and successful on-boarding, including the following tasks:

Update the application tracker

Check the application for any missing information and liaising with the applicant or local scheme to request the missing information

Review the application form, creating quote

Refer the application to Senior adviser if necessary

Communicating outcome of application to member and completing set up of member record on MAPS database

Set future dated tasks to follow up on requests for more information if this has not been received.

• Completion of membership record updates as required, such as changes to address, emails or membership status
• Processing of payment receipts onto member record
• Communicate to members and third party schemes primarily by email
• Liaise with local regional partners where appropriate in relation to the administration of member records.
• Ensure that the membership database is updated correctly in order to reflect each individual member’s circumstances in response to the information received.
• Work to achieve team and individual SLA/KPI targets and standards.
• Comply with all audit and regulatory policies, procedures and regulations
• Provide a high standard of Member engagement/care/excellence skills to provide quality, member experience on every interaction
• Take proactive steps to minimise delay and negative service perception impact
• Ensure any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement requirement

The Ideal Candidate

• A minimum of 4 GCSEs or equivalent (Grade A-C) including English language and mathematics

• The ability to work effectively in a team environment but also to be focused on individual tasks and targets.
• Methodical approach to work with excellent attention for detail
• Prepared to develop a strong working knowledge of MPS International products, services, procedures and processes.
• Excellent working knowledge of the businesses supporting IT systems and how to navigate through them efficiently
• High quality of verbal, written and numeracy skills
• High level of accuracy showing concern for all aspects of the job; accurately checking processes and tasks
• Awareness of SLA/KPI standards and being watchful over a period of time for each task undertaken to ensure compliance/achievement of these standards.
• Continuous Learning - actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities;
• Potential to generate innovative solutions in work situations; trying different and novel ways to deal with work problems and opportunities

Package Description

• Car allowance of £X
• 12% company pension contribution (3% from the individual)
• Annual bonus scheme up to X% (for permanent roles)
• Private Medical Insurance
• Health Care Cash Plan
• X days annual leave, plus bank holidays

About the Company

Medical Protection Society (MPS) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. We protect and support the professional interests of more than 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.
We strive to be much more than a last line of defence by being at our members’ side at every step, offering support, advice and world-class defence. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.
We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

Medical Protection Society