Nights - Customer Service - Assistance Support Case Manager

Role: Assistance Support Case Manager- Nights

Salary: £23,000 - £29,500 per annum (Depending on experience) + 25% nights uplift

Hours: Monday to Friday 02:00am – 08:00am or Saturday to Tuesday 02:00am - 08:00am

Location: Portsmouth / Lakeside North Harbour / Remote (After training)

Full training provided.

Eligibility: To be eligible for this role you must have experience working night shifts.

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 will 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.

Our Assistance Support Case Managers are people just like you. They come from all walks of life and share common traits: 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; however, 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:

• High levels of personal commitment to facilitate the delivery of a customer-focused service.
• Drive and passion to make a difference in people’s lives, along with the personal resilience to work in a high-pressured environment.
• Ability 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.
• Capability to remain calm under pressure, good problem-solving skills, and excellent interpersonal skills, with an empathetic nature.
• Eligibility to live and work in the United Kingdom.
• Subject to basic DBS & financial background check.

Salary and Benefits for the Customer Service Case Manager:

• £23,000 - £29,500 per annum + 25% nights uplift
• 28 days including Bank Holidays and incremental holiday plan.
• Opportunities for learning, development, and career progression.
• Contributory pension scheme
• Health Cash Plan worth £1700 per annum
• Additional remuneration for key foreign languages (starting from £948 for one language up to £2,342 for 4 languages)
• High-street rewards scheme for family and friends
• Worldwide family travel insurance (subject to qualifying criteria)
• Discounts on home and motor insurance.

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, contributing to a successful, inclusive, and diverse culture and environment.

Our values define who we are, what we stand for, and how we behave. They guide how we work with our colleagues and clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

• 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