Customer Service Case Management - Medical Assistance

Overview

Customer Service Case Manager - Medical Assistance

£26,210 - £30,300 per annum

Portsmouth / Lakeside North Harbour / Hybrid

Full training provided

Working in international medical assistance, you'll support travellers who become ill or injured abroad. As a Customer Service Case Manager, you'll be the key point of contact-assessing insurance cover, arranging medical treatment, organising transport and accommodation, and coordinating with a global network of medical and travel partners.

This role involves handling difficult and often emotional calls from customers in distress. You must be empathetic, resilient, and able to remain calm under pressure, providing reassurance and practical solutions during challenging situations.

Responsibilities

• Support travellers who become ill or injured abroad
• Act as the key point of contact-assessing insurance cover, arranging medical treatment, organising transport and accommodation, and coordinating with a global network of medical and travel partners

Requirements

• Strong empathy and a genuine passion for helping others
• Ability to handle high-pressure and emotionally sensitive calls
• Calm, organised, and solutions-focused
• Work well independently and as part of a team
• Good typing skills and communication abilities
• Ability to work shifts including weekends and bank holidays
• High level of computer competency

Training & Support

• 8 weeks full-time training (Monday to Friday 09:00 - 17:30)
• Systems training and ongoing coaching
• Full support before handling calls independently

Benefits

• 28 days holiday including bank holidays
• Contributory pension scheme
• Health Cash Plan (£1,700 value)
• Additional pay for foreign languages
• High-street rewards scheme
• Worldwide family travel insurance (qualifying criteria)
• Career development and internal promotion opportunities

Important

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.

Please note that, should you require sponsorship in order to remain employed, we will not, under any circumstances, be able to support you and any such request will be automatically refused.