Role: Customer Service Case Manager
Salary: £25,000 - £29,562 per annum (Depending on experience)
Location: Portsmouth / Lakeside North Harbour / Hybrid (After probation period)
Full training provided.
Welcome to the world of international medical assistance, where you will work on behalf of the most renowned travel insurance brands to help policyholders anywhere in the world.
Charles Taylor Assistance is one of the leading global providers of medical assistance, travel risk, and claims management services. We support over five million customers every year and process over 170,000 travel claims.
As a Customer Service Case Manager, you are the critical point of contact, working alongside a team of medical and travel professionals to help customers who become ill or injured on their travels.
You will learn to assess insurance cover, organise, and pay for medical treatment, transport, and accommodation, as well as mobilise a global network of agents and suppliers to provide local solutions, effect repatriations and medical evacuations.
Our Customer Service Case Managers are people just like you. People who have come to us from all walks of life and who all have the same things in common: care, empathy, and a passion for exceptional customer service.
You should have a compassionate approach to customer interaction, demonstrating a caring and understanding attitude towards their needs and concerns.
This position can be demanding, challenging, and ultimately incredibly rewarding, nevertheless it is not suitable for everyone. Successful candidates must be resilient and possess a diverse set of skills to navigate some stressful and emotional situations.
The role of a Customer Service Case Manager requires:

• Applicants to demonstrate high levels of personal commitment to facilitate the delivery of a customer-focused service.
• Individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment.
• You to be able to work well within a team and independently, across a wide range of shifts including weekends and bank holidays.
• Accurate typing skills and a good standard of education or equivalent experience.
• The capability to remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.
• Live and be eligible to work in the United Kingdom.
• Subject to basic DBS & financial background check.

To support your transition into this role we offer full training and guidance, including:

• 6 weeks full time training - even for part time applicants. Comprised of 4 weeks of Monday to Friday classroom training. Followed by 2 weeks observing and mentoring periods within the working environment before you go “live”.
• Systems based training – to get you up to speed with our specialist systems.
• Full support to transition to call handling independently.

Salary and Benefits for the Customer Service Case Manager:

• £25,000 - £29,562 per annum
• 28 days including Bank Holiday’s and incremental holiday plan.
• Fantastic opportunities for learning, development, and career progression.
• Contributory pension scheme
• Health Cash Plan worth £1700 per annum
• Additional remuneration for key foreign languages (starting from £948 for one language up to £2,342 for 4 languages)
• High-street rewards scheme for family and friends
• Worldwide family travel insurance (subject to qualifying criteria)
• Discounts on home and motor insurance.

Equal Opportunity Employer
Charles Taylor is proud to be an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of.
Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

• INTEGRITY: We do the right thing
• COLLABORATION: We are one
• AGILITY: We learn, evolve, and adapt
• CARE: We are compassionate and human
• ACCOUNTABILITY: We take ownership

Contact information

Michael Adair