Customer Service Case Manager

4 weeks ago

Portsmouth, Portsmouth, United Kingdom Charles Taylor Full time

Job Title: Customer Service Case Manager/Technical Case Manager

Reports to: Team Leader

Department: Assistance

Location: Lakeside/Portsmouth

Job Summary:

We are seeking a highly skilled and dedicated Customer Service Case Manager/Technical Case Manager to join our dynamic team at Charles Taylor. As a key member of our Assistance department, you will play a crucial role in ensuring that customers navigate the complex landscape of medical assistance with clarity, confidence, and operational efficiency.

Key Responsibilities:

  • Manage a portfolio of medical emergency assistance claims
  • Conduct technical and customer service claims within your area of control
  • Ensure the technical integrity of claims allocated to you
  • Deliver customer-centric performance across your caseload and any direct contact with Assistance customers
  • Contribute to the performance of the team
  • Provide technical support at case level as required
  • Participate in standard monthly technical and quality audits
  • Perform administrative duties within the Assistance units

Required Skills:

  • Good standard of education
  • Excellent verbal and written communication skills
  • Personal: flexible approach
  • People skills: proactive, can-do attitude, focus on customer quality
  • Organisational: self-manage personal workflow, ability to prioritise, self-motivated
  • Communication: proficient in verbal and written media and deliver clear and well-understood messages
  • Technical Knowledge: thorough understanding in the operation and delivery of emergency assistance
  • Medical Assistance to the travel product

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. 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:

  • 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

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