Customer Service Medical Case Manager - Customer Service Advisor

Charles Taylor; Portsmouth; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

Charles Taylor in Cosham, Portsmouth, is seeking a Customer Service Case Manager for the Medical Assistance team. You will support travellers worldwide during medical emergencies, coordinating assistance in real time with empathy and professionalism.

This role involves rotating shifts; hybrid working may be available after you are fully competent and settled into the position.

Qualifications

• Experience in customer service operations.
• Excellent written and verbal English communication.
• Strong IT competency and ability to use computer systems.
• Ability to make confident decisions in time-sensitive situations.
• Empathy and commitment to improving the patient journey.
• Professionalism and strong work ethic.
• Ability to cope with rotating shifts, including weekends.

Responsibilities

• Manage a portfolio of medical emergency assistance cases.
• Provide timely, compassionate support to customers worldwide.
• Review caseload to ensure progress and timely resolutions.
• Escalate high-risk cases to appropriate teams.
• Identify potential fraud or concerns.
• Uphold Charles Taylor values: agility, integrity, care, accountability and collaboration.

Skills

Customer service experience

English communication

IT competency

Decision-making

Empathy

Professionalism

Shift flexibility

Job description

Customer Service Medical Case Manager - Customer Service Advisor

Cosham, Portsmouth (Hybrid working may available once you are fully competent in the role and confidently settled into this position)

£27,980 - £32,185 per annum

Interview date: Tuesday 15th September

Start date: Monday 11th January 2026

Interview morning: Tuesday 17th November 2026

We operate 24/7, 365 days a year, so this role involves a rotating shift pattern, including early shifts, late shifts, and weekends. Please ensure shift work fits with your personal commitments before applying or attending an interview.

**Use your customer service skills to make a difference around the world. Join our Medical Assistance team, helping travellers through medical emergencies when they need us most**

If you love connecting with people and take pride in providing outstanding customer service, why not bring those skills to a role that's truly rewarding? Every conversation, every act of kindness, and every helping hand can have a lasting impact on someone's day. We're looking for Customer Service Case Managers to join a team where they're valued, appreciated, and encouraged to grow.

About the Role:

As a Customer Service Case Manager in our Medical Assistance team, you'll be much more than a customer service professional-you'll be a lifeline for people facing medical emergencies while away from home.

Every day, you'll support customers from around the world during some of the most challenging moments of their lives. Working in real time, you'll coordinate assistance, provide reassurance, and help people navigate unexpected medical situations with compassion and confidence.

What you will be doing:

• Manage a portfolio of medical emergency assistance cases, ensuring they are handled within agreed service standards and timeframes
• Provide timely, compassionate support to customers experiencing medical emergencies around the world
• Proactively review your caseload to ensure cases are progressing, decisions are accurate, and claims are resolved efficiently
• Identify complex or high-risk cases and identify them to the appropriate teams when required
• Escalating any concerns relating to potential fraud
• Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, and Accountability and Collaboration

What you will bring to the role:

• Customer Service experience
• Excellent written and verbal English communication skills
• Strong IT competency
• Confidence in decision-making
• Empathy and commitment to enhancing the patient journey
• Strong work ethic and professionalism
• Ability to work the contracted hours and maintain commitment throughout the training period and beyond

Please note that we're unable to consider applications from candidates who have previously applied or interviewed for this role.

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.