Nights - Customer Service - Assistance Support Case Manager (668393)

Charles Taylor; Tipner; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading provider of medical assistance in the United Kingdom seeks an Assistance Support Case Manager to assist customers facing medical challenges while traveling. Responsibilities include assessing insurance coverage, organizing medical treatments, and providing exceptional customer service even in high-pressure situations. Successful candidates will have night shift experience, demonstrate strong interpersonal skills, and show a commitment to customer-focused service. This role offers numerous benefits including a contributory pension scheme and extensive holiday leave.

Benefits

28 days including Bank Holidays

Fantastic opportunities for learning and development

Contributory pension scheme

Health Cash Plan worth £1700 per annum

Worldwide family travel insurance

Discounts on home and motor insurance

Qualifications

• Should have experience working night shifts.
• Must demonstrate a commitment to delivering customer-focused service.
• Capable of handling stressful situations with grace.
• Should possess good typing skills.

Responsibilities

• Assist customers who become ill or injured while traveling.
• Assess insurance cover and organize medical treatments.
• Coordinate with global agents for solutions and transport.

Skills

Experience working night shifts

High levels of personal commitment

Problem-solving skills

Excellent interpersonal skills

Calm under pressure

Education

Good standard of education or equivalent experience

Job description

Role Summary

Welcome to the world of international medical assistance, where you will work on behalf of the most renowned travel insurance brands to help policyholders anywhere in the world. Charles Taylor Assistance is one of the leading global providers of medical assistance, travel risk, and claims management services. We support over five million customers every year and process over 170,000 travel claims. As an Assistance Support Case Manager, you work alongside a team of medical and travel professionals to help customers who become ill or injured on their travels. You will learn to assess insurance cover, organise, and pay for medical treatment, transport, and accommodation, as well as mobilise a global network of agents and suppliers to provide local solutions, effect repatriations and medical evacuations.

Candidate Profile & Responsibilities

• To be eligible for this role you must have experience working night shifts
• Applicants to demonstrate high levels of personal commitment to facilitate the delivery of a customer‑focused service
• Individuals who have the drive and passion to make a difference to people's lives, but also the personal resilience to work in a high‑pressured environment
• You to be able to work well within a team and independently, across a wide range of shifts including weekends and bank holidays
• Accurate typing skills and a good standard of education or equivalent experience
• The capability to remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature
• Live and be eligible to work in the United Kingdom
• Subject to a basic DBS & financial background check
• Resilient and able to navigate stressful and emotional situations
• Compassionate approach to customer interaction, demonstrating caring and understanding attitude towards their needs and concerns
• Demanding, challenging and ultimately incredibly rewarding – suitable only for those who thrive in such

Benefits

• 28 days including Bank Holidays and incremental holiday plan
• Fantastic opportunities for learning, development, and career progression
• Contributory pension scheme
• Health Cash Plan worth £1700 per annum
• High‑street rewards scheme for family and friends
• Worldwide family travel insurance (subject to qualifying criteria)
• Discounts on home and motor insurance

Our Values

• INTEGRITY: We do the right thing
• COLLABORATION: We are one
• AGILITY: We learn, evolve, and adapt
• CARE: We are compassionate and human
• ACCOUNTABILITY: We take ownership

Equal Opportunity Employer

Charles Taylor is proud to be an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of.