TPA Case Manager

QuestGates Ltd; Bolton; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Enhanced contributory pension

Performance related bonus

Enhanced family leave

Electric car scheme

Voluntary benefits schemes

Share purchase scheme with interest–f

Job summary

QuestGates Ltd. is recruiting a Case Manager for our Bolton office within the TPA Team. You will deliver first-class service, manage a range of property-related claims and act as the main contact for client queries.

The role focuses on pro-active claims handling, adherence to SLA/KPI, and contributing to a market-leading service with opportunities to progress in the Real Estate claims domain.

Qualifications

• Knowledge of property-related claims and principles.
• Clear, concise oral and written communication.
• High IT literacy and proficient use of case systems.
• Demonstrate integrity and professional conduct.
• Strong organisation and diary management.
• Ability to work in a team or using own initiative.
• Accuracy under pressure and meeting deadlines.
• Willing to work towards Cert CILA or Cert CII.

Responsibilities

• Provide first-class customer service to customers, clients and colleagues.
• Proactively manage claims to conclusion and meet client SLA/KPI.
• Act as a point of contact for queries and own issues through to resolution.
• Communicate effectively with parties using telephone and other channels.
• Contribute to TCF principles and team knowledge sharing.
• Escalate claims or issues per company procedures and use IT systems fully.

Skills

Property claims knowledge

Excellent communication

IT literacy

Integrity

Time management

Teamwork

Attention to detail

Willing to progress Cert CILA/CII

Education

Cert CILA / Cert CII (desirable)

Tools

Case management systems

Job description

We are looking to recruit a Case Manager within our TPA Team based in our Bolton office.

The role involves providing first class customer service to our customers, clients, and colleagues, ensuring that all claims are pro-actively managed to conclusion; ensuring client specific service level criteria is met. You will also act as a point of contact for client / customer queries and owning issues through to their satisfactory conclusion.

The role is within our Real Estate team dealing with a variety of claims including Mid to High Net Worth claims, Contents and Commercial risks.

To be successful in the role you will need to demonstrate a commitment to innovation and a determination to provide a market leading service and product on behalf of QuestGates.

Key Skills:

• Excellent degree of knowledge of property related claims and principles
• Excellent communication skills, both oral and written, with the ability to articulate clearly and concisely
• High degree of IT competency and literacy
• Demonstrate personal and professional integrity and lead by example
• Good organisation / time management skills with experience of diary management
• Ability to work and contribute positively as part of a team and in isolation
• Ability to work accurately under pressure, adhering to deadlines and service standards
• Ability to use initiative and have a positive / enthusiastic attitude
• Attention to detail and accuracy of information
• Cert CILA / Cert CII or willing to work towards is desirable

The role involves:

• To demonstrate a high level of technical quality and service delivery
• To provide exceptional customer service at all times
• To participate positively and constructively as a team member, sharing knowledge and providing feedback and suggestions
• To communicate effectively and proactively with all relevant parties by the most effective and expeditious means, prioritising the use of telephone contact, ensuring that claims are proactively managed
• To promote and support the TCF principles
• To ensure adherence to contractual/Client SLA’s and KPI’s
• To be accountable for the satisfactory resolution of any issues
• The proper escalation of claims or issues either outside license or as required by company procedures
• To fully, accurately and properly utilise and properly utilise and complete IT claims management systems, including Case Plan where appropriate

The Package:

• Enhanced contributory pension
• Performance related bonus
• Enhanced family leave
• Electric car scheme
• Voluntary benefits schemes
• Share purchase scheme with interest free loans

Hours of work:

Standard working week is 35 hours, Monday to Friday with flexibility to work from home/office.

Closing Date for Applications:

Close of business on Monday 5th October 2026.