Customer Service Medical Case Manager - Customer Service Advisor

Charles Taylor; Tipner; On-site; GBP 22,000 - 28,000; Full time

Job summary

Charles Taylor in Tipner, UK is hiring a Customer Service Case Manager for our Medical Assistance team. You will be the lifeline for travelers facing medical emergencies, coordinating assistance in real time and providing reassurance to customers worldwide.

The role demands excellent English communication, empathy, and strong IT skills. You'll manage a portfolio of cases, uphold service standards, and work a rotating shift pattern including weekends.

Qualifications

• Experience in customer service with a focus on medical emergencies.
• Ability to coordinate through real-time scenarios.
• Excellent English written and spoken communication.
• Strong IT skills and proficiency with case management systems.

Responsibilities

• 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 elevate 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
• 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

Skills

Customer service

Medical assistance coordination

Written and verbal English

IT competency

Decision-making

Empathy

Tools

CRM systems

Job description

"

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 elevate 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
  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

"