Customer Service Case Management

Role: Customer Service Case Manager

Salary: Starting at £25,000 with potential to earn up to £29,500 through progressive bandings

Location: Portsmouth / Lakeside North Harbour / Hybrid (post-probation)

Full training provided.

We are committed to investing in your training and career development. We seek dedicated Customer Service Advisors to join our experienced team of Case Managers.

Join the world of international medical assistance, working on behalf of renowned travel insurance brands to support policyholders worldwide.

Charles Taylor Assistance is a leading global provider of medical assistance, travel risk, and claims management services, supporting over five million customers annually and processing more than 170,000 travel claims.

As a Customer Service Case Manager, you will be the primary contact, collaborating with medical and travel professionals to assist customers who fall ill or are injured during travel.

You will learn to assess insurance coverage, organize and pay for medical treatment, transport, and accommodation, and coordinate with a global network of agents and suppliers to provide local solutions, facilitate repatriations, and medical evacuations.

Our team comprises individuals from diverse backgrounds united by care, empathy, and a passion for exceptional customer service.

Applicants should demonstrate a compassionate approach, showing care and understanding towards customer needs and concerns.

This role can be demanding and challenging but also highly rewarding. Successful candidates must be resilient and possess a broad skill set to handle stressful and emotional situations.

The role requires:

1. High levels of personal commitment to delivering customer-focused service.
2. Drive and passion to make a positive impact, with resilience to work under pressure.
3. Ability to work well within a team and independently, across various shifts including weekends and bank holidays.
4. Accurate typing skills and a good educational background or equivalent experience.
5. Ability to remain calm under pressure, problem-solving skills, and excellent interpersonal skills with empathy.
6. Availability to work contracted hours and maintain commitment during and after training.
7. Eligibility to work in the United Kingdom.
8. Subject to basic DBS and financial background checks.

To support your transition, we offer:

• 6 weeks of full-time training, including classroom and mentoring phases.
• System-based training on our specialized systems.
• Support to transition to independent call handling.

Salary and benefits include:

• £25,000 - £29,562 annually
• 28 days of holiday including Bank Holidays, with incremental increases
• Opportunities for learning, development, and career growth
• Contributory pension scheme
• Health Cash Plan worth £1700/year
• Additional pay for foreign language skills
• Rewards scheme for family and friends
• Worldwide family travel insurance (qualifying criteria apply)
• Discounts on home and motor insurance

Equal Opportunity Employer

Charles Taylor promotes an inclusive environment, respecting diversity and ensuring fairness in recruitment and employment practices.

Our values—Integrity, Collaboration, Agility, Care, and Accountability—guide our work and interactions.

To apply, you must reside and be eligible to work in the UK.

Note: We provide comprehensive training. If you hold a visa with less than 18 months remaining, we may not consider your application unless you can demonstrate eligibility for visa extension or family ties supporting your stay.

We cannot support sponsorship requests for employment.