Customer Service Case Management

Role: Customer Service Case Manager

Salary: A starting salary of £26,210 and with progressive salary bandings, the opportunity to earn up to £30,300

Location: Portsmouth / Lakeside North Harbour / Hybrid (After probation period)

Full training provided.

** Looking for a fresh opportunity in the new year? We're expanding again with start dates in January and February **

Due to exciting internal promotions and new client wins, we're hiring in Lakeside Cosham. It's the perfect time to join a team that truly invests in your career growth. Our latest promotions highlight the amazing opportunities to advance within the company.

Further to this Charles Taylor Assistance is proud to be a finalist in the 2025 Personnel Today Awards for outstanding workplace culture and exceptional candidate experience. We're committed to creating a supportive, positive environment where every team member can thrive.

Ready to take the next step? Join us at Charles Taylor Assistance

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.
• Ability to work the contracted hours and maintain commitment throughout the training period and beyond.
• 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:

• 8 weeks full time training - Comprised of classroom training, followed by 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:

• £26,210 - £30,300 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)

Why join us?

• Wellbeing at the Core: Our wellbeing champions scheme has grown, offering mental health support through the Samaritans and open vulnerability forums.
• Career Growth: Access professional certifications, secondments, leadership training, and innovative learning pathways to help you reach your full potential.
• Proven Impact: Employee engagement is up, turnover is down, and more team members are being promoted internally while earning new qualifications.

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

To apply to this Customer Service Advisor vacancy, you must live and be eligible to work in the United Kingdom.

IMPORTANT

We provide a comprehensive training and onboarding programme for all new staff. This programme is the start of a learning journey which involves regular coaching, feedback and skill development. Our investment in you allows you to grow and progress for the longer term. For this reason, if you are in possession of a visa please note that we will be unable to consider you for one of our positions if you have less than 18 months remaining on your visa. If you have less than 18 months remaining on your visa, we may still consider you for one of our roles if you can provide one of the following:

• Clear evidence of family ties that would go on to provide you with the eligibility to extend your visa.
• Clear and current evidence that you qualify for a visa extension under the UK immigration laws and can also provide supporting documentation of this.

Please note that, should you require sponsorship in order to remain employed, we will not, under any circumstances, be able to support you and any such request will be automatically refused.