International Medical Assistance Coordinator - Customer Service

Charles Taylor; Portsmouth; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Charles Taylor is seeking an International Medical Assistance Coordinator to support customers globally in medical emergencies from Cosham, Portsmouth. The role offers hybrid working once fully competent and settled, with interview dates and a focus on compassionate, high-quality service.

As part of the Medical Assistance team, you will coordinate assistance, provide reassurance, and navigate complex situations with care.

Qualifications

• Customer service experience required.
• Excellent written and verbal English communication.
• Strong IT skills and systems navigation.
• Empathy and commitment to patient journey.
• Reliable work ethic and professional conduct.
• Ability to work contracted hours during training and beyond.

Responsibilities

• Manage medical emergency assistance cases worldwide.
• Coordinate real-time support and reassure customers.
• Ensure cases meet service standards and timelines.
• Identify high-risk or complex cases for escalation.
• Flag potential fraud concerns when observed.
• Adhere to Charles Taylor values: agility, integrity, care, accountability and collaboration.

Skills

Customer Service

Written English

IT competency

Empathy

Professionalism

Teamwork

Job description

International Medical Assistance Coordinator - Customer Service

Cosham, Portsmouth

Hybrid working is available once you are fully competent in the role and confidently settled into this position

Interview dates: Tuesday 15th September

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

What you will bring to the role:

• Customer Service experience
• Excellent written and verbal English communication skills
• Strong IT competency
• 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.