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Customer Service Case Manager/Technical Case Manager
2 months ago
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 as required.
- Perform administrative duties within the Assistance units.
Required Skills
The ideal candidate will have a good standard of education and demonstrate good 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 and 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.
• 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
