Role: Customer Service Case Manager
Salary: A starting salary of £26,210 and with progressive salary bandings, the opportunity to earn up to £30,300
Location: Portsmouth / Lakeside North Harbour / Hybrid (After probation period)
Full training provided.
We’re expanding once again!
Thanks to some amazing internal promotions and exciting new client wins, we’re hiring in Lakeside Cosham.
It’s a fantastic time to join a team that truly invests in career growth, our latest round of promotions shows just how much opportunity there is to progress within the business.
** We are dedicated to investing in your training and career development, and we are seeking committed Customer Service Advisors to join our experienced team of Case Managers**
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 a Customer Service Case Manager, you are the critical point of contact, working 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.
Our Customer Service Case Managers are people just like you. People who have come to us from all walks of life and who all have the same things in common: care, empathy, and a passion for exceptional customer service.
You should have a compassionate approach to customer interaction, demonstrating a caring and understanding attitude towards their needs and concerns.
This position can be demanding, challenging, and ultimately incredibly rewarding, nevertheless it is not suitable for everyone. Successful candidates must be resilient and possess a diverse set of skills to navigate some stressful and emotional situations.
The role of a Customer Service Case Manager requires:
1. Applicants to demonstrate high levels of personal commitment to facilitate the delivery of a customer-focused service.
2. 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.
3. You to be able to work well within a team and independently, across a wide range of shifts including weekends and bank holidays.
4. Accurate typing skills and a good standard of education or equivalent experience.
5. The capability to remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.
6. Ability to work the contracted hours and maintain commitment throughout the training period and beyond.
7. Live and be eligible to work in the United Kingdom.
8. Subject to basic DBS & financial background check.
To support your transition into this role we offer full training and guidance, including:
9. 6 weeks full time training - even for part time applicants. Comprised of 4 weeks of Monday to Friday classroom training. Followed by 2 weeks observing and mentoring periods within the working environment before you go “live”.
10. Systems based training – to get you up to speed with our specialist systems.
11. Full support to transition to call handling independently.
Salary and Benefits for the Customer Service Case Manager:
12. £26,210 - £30,300 per annum
13. 28 days including Bank Holiday’s and incremental holiday plan.
14. Fantastic opportunities for learning, development, and career progression.
15. Contributory pension scheme
16. Health Cash Plan worth £1700 per annum
17. Additional remuneration for key foreign languages (starting from £948 for one language up to £2,342 for 4 languages)
18. High-street rewards scheme for family and friends
19. Worldwide family travel insurance (subject to qualifying criteria)
20. Discounts on home and motor insurance.