Case Manager

QuestGates Ltd; Bolton; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Enhanced contributory pension

Enhanced family leave

Electric car scheme

Voluntary benefits schemes

Share purchase scheme with interest‑f‑

Job summary

QuestGates Ltd is recruiting a Case Manager for the TPA Real Estate team in the UK. The role involves managing a varied portfolio of Mid to High Net Worth, Contents and Commercial property claims, ensuring proactive resolution and client-specific service levels.

The successful candidate will provide first-class customer service to customers, clients and colleagues, act as the point of contact for queries and drive claims through to a satisfactory conclusion.

Qualifications

• Knowledge of property related claims and principles.
• Excellent communication, oral and written.
• High IT literacy and capability.
• Demonstrate integrity and lead by example.
• Good organisation and diary management skills.
• Able to work within a team or alone.
• Work accurately under pressure and meet deadlines.
• Attention to detail and accuracy of information.
• Cert CILA / Cert CII or willingness to work towards is desirable.

Responsibilities

• Provide high level technical quality and service delivery.
• Deliver exceptional customer service at all times.
• Collaborate as a team member and share knowledge.
• Communicate proactively with all relevant parties, prioritising telephone contact and proactive claim management.
• Promote and support TCF principles.
• Ensure adherence to client SLAs and KPIs.
• Be accountable for satisfactory resolution of issues.
• Escalate claims or issues as required by procedures.
• Utilise IT claims management systems and Case Plan where appropriate.

Skills

Property claims knowledge

Communication skills

IT competency

Integrity

Diary management

Teamwork/Independent work

Attention to detail

Desirable Cert CILA / Cert CII

Job description

Office:

Ideally Bolton, however, other locations will be considered

We are looking to recruit a Case Manager within our TPA Team.

The role involves providing first class customer service to our customers, clients, and colleagues, ensuring that all claims are pro-actively managed to conclusion; ensuring client specific service level criteria is met. You will also act as a point of contact for client / customer queries and owning issues through to their satisfactory conclusion.

The role is within our Real Estate team dealing with a variety of claims including Mid to High Net Worth claims, Contents and Commercial risks.

To be successful in the role you will need to demonstrate a commitment to innovation and a determination to provide a market leading service and product on behalf of QuestGates.

Key Skills:

• Excellent degree of knowledge of property related claims and principles
• Excellent communication skills, both oral and written, with the ability to articulate clearly and concisely
• High degree of IT competency and literacy
• Demonstrate personal and professional integrity and lead by example
• Good organisation / time management skills with experience of diary management
• Ability to work and contribute positively as part of a team and in isolation
• Ability to work accurately under pressure, adhering to deadlines and service standards
• Ability to use initiative and have a positive / enthusiastic attitudeAttention to detail and accuracy of information
• Cert CILA / Cert CII or willing to work towards is desirable

The role involves:

• To demonstrate a high level of technical quality and service delivery
• To provide exceptional customer service at all times
• To participate positively and constructively as a team member, sharing knowledge and providing feedback and suggestions
• To communicate effectively and proactively with all relevant parties by the most effective and expeditious means, prioritising the use of telephone contact, ensuring that claims are proactively managed
• To promote and support the TCF principles
• To ensure adherence to contractual/Client SLA’s and KPI’s
• To be accountable for the satisfactory resolution of any issues
• The proper escalation of claims or issues either outside license or as required by company procedures
• To fully, accurately and properly utilise and complete IT claims management systems, including Case Plan where appropriate

The Package:

• Enhanced contributory pension
• Enhanced family leave
• Electric car scheme
• Voluntary benefits schemes
• Share purchase scheme with interest free loans

Hours of work:

Standard working week is 35 hours, Monday to Friday with flexibility to work from home/office.

Closing Date for Applications:

Close of business on Wednesday 4th November 2026.