Customer Service Case Manager

1 month ago

Portsmouth, Portsmouth, United Kingdom Charles Taylor Full time

Job Title: Customer Service Case Manager/Technical Case Manager – PHI (Private Health Insurance)

Reports to: Team Leader

Department: Assistance

Location: Lakeside/Portsmouth

**To be eligible to work in the United Kingdom, you must live and work in the country.**

At Charles Taylor, we're looking for a dedicated Customer Service Case Manager to join our dynamic team. As a key member of our Assistance department, you'll play a crucial role in ensuring our customers navigate the complex landscape of medical assistance with clarity and confidence.

The Role

As a Case Manager, you'll be responsible for guiding policyholders through a comprehensive and seamless journey, from initial contact to successful case resolution. Your primary responsibilities will include:

  • Managing a portfolio of medical emergency assistance claims
  • Ensuring the technical integrity of claims allocated to you
  • Delivering customer-centric performance across your caseload and any direct contact with Assistance customers
  • Contributing to the performance of the team
  • Providing technical support at case level as required
  • Participating in standard monthly technical and quality audits
  • Administrative duties within the Assistance units

Required Skills

We're looking for an individual with a good standard of education and excellent verbal and written communication skills. Core competencies include:

  • 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, deliver clear and well-understood messages
  • Technical Knowledge: a thorough understanding of the operation and delivery of emergency assistance
  • Medical Assistance to the travel product
  • This role requires excellent interpersonal and organisational skills, as well as good report writing skills

Equal Opportunity Employer

Charles Taylor is proud to be an inclusive employer, providing 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 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, 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

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