Customer Service Case Manager/Technical Case Manager

7 days 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 for this role, you must live and be eligible to work in the United Kingdom.**

As a dedicated Customer Service Case Manager, you will play a crucial role in ensuring that customers navigate the complex landscape of medical assistance with clarity and confidence.

The Role

In this position, you will be responsible for guiding policyholders through a comprehensive and seamless journey, from initial contact to successful resolution of their case.

Key Responsibilities

As a Case Manager, you will:

  • Manage a portfolio of medical emergency assistance claims.
  • 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

The ideal candidate will have a good standard of education and demonstrate 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: thorough understanding of emergency assistance operations and delivery
  • Medical Assistance to the travel product
  • Excellent interpersonal and organisational skills, with good report writing skills.

Equal Opportunity Employer

Charles Taylor is proud to be an inclusive employer, providing a transparent and fair recruitment and selection process. We promote a diverse culture and environment, guided by 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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