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Customer Service Case Manager

Job Summary

  • Location Chichester, West Sussex
  • Salary free parking
  • Contract Type Permanent
  • Sector Office Support & Commercial
  • Date Posted 25 July 2019
  • Ref 3998_1564041637

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Job Description

Customer Services Case Manager

£18K - £19K - Chichester

Permanent, full time

Would you like to work for one of the world leading providers of travel risk management and medical assistance?! This company offer medical assistance, air ambulance and claims management services and also an end to end service in-house. With an outstanding reputation for delivering the optimum combination of quality service and cost control, they represent some of the best-known brands in insurance, banking and corporate sectors. Read on to find out more…..

The Role:

As a Customer Services Case Manager, you will manage a portfolio of Medical Emergency Assistance claims.

Line Manager:

Customer Services Team Leader

Role Definition:

As a Customer Services Case Manager, you will manage a portfolio of Medical Emergency Assistance claims.

Responsible for:

  • Primary responsibility and conduct of Medical Emergency Assistance claims
  • Manage a caseload of Medical Emergency Assistance claims
  • Ensuring the technical integrity of claims allocated to you
  • Contribute to the performance of the Customer Service Technical team
  • Participation in standard monthly technical and quality audits as required

Key responsibilities include:


  1. At all times act as a positive role model promoting the delivery of emergency medical assistance through your performance
  1. Promote proactive, effective communication with customers', wherever possible by telephone, to identify their immediate medical assistance needs and execute strategy to fulfil using best working practise methods
  1. Ensure customer centric philosophy is adopted and practised through your actions
  1. Own the situation where a customer has raised an expression of dissatisfaction (EOD) or complaint.
    1. Ensure efficient and effective action taken
    2. Acknowledge, record, investigate and respond to resolve, reassuring the customer and restoring confidence in and our Client
  1. Prevention of future occurrence. Identify trends for the cause of complaints, taking responsibility to escalate to your Team Leader to ensure solutions and action are in place to minimise future repetition


  1. Capture of information as appropriate to the claim to ensure accurate completion on Gotrex claims system to facilitate:
    1. Validation
    2. Identify customers required assistance
    3. Determine strategy to resolve
    4. Execute / facilitate resolution
  1. Ensure that action is immediately taken to resolve any issues arising from internal quality and technical audit of your caseload
  1. Ensure proactive effective communication with customers by telephone where possible, or customers chosen medium, to capture data and information to respond to customers enquiries and resolve claim using best practise methods


  1. Manage portfolio of Medical Emergency Assistance claims in accordance with Service Level Agreements
  1. Delivery of Medical Emergency Assistance to customers contacting and across claims that you own
  1. Keep regular checks of all identified claims within your caseload, or as requested by the Technical Controller, to ensure proactive conduct, accurate reserving and timely closure
  1. Ensure technical decisions are correct & in line with philosophies and standard
  2. Provide support to ensure:
  1. Technical integrity of claims
  1. Identify potential Technical & Complex claims and escalation to Technical Services team
  1. Ensure recovery opportunities are pursued in all cases
  1. Protection of insurer client liability with the identification and escalation of cases where fraud is suspected to SIU
  1. Identify cost savings and manage release without disadvantage to the customer experience
  1. Upon delivery of Emergency Medical Assistance ensure sign-off of claim and the correct level of fee allocated


  1. Maintain and deliver, daily performance across claim caseload, with particular emphasis on:
  1. Identification of daily task content and prioritisation to achieve service level
  1. Balance volume of work activity and delivery of quality, right first-time performance


Hourly shifts depend and can either be 8-4, 9-5, 10-6 and 12-8. With an expectation of working 1 in 2 weekends.


Free on-site parking
Free minibus transport between set pick up points in Chichester and our site in Funtington, a benefit worth over £900 per year.

Local discounts - 10%* discount at the Fox & Hounds public house, Funtington; 10%* discount at The Thai House, Chichester. (Please show your company identity pass to qualify for the discount. Discounts quoted are correct at time of publication and may be changed by the restaurant at any time.)


£18K - £19K starting salary with 6 monthly increments of £500 for the first 2 years if performing to a good standard.

If you would like to know more about the role and receive a detailed job description, please click apply now!! Or contact Sophie at FPR Group on 01243 778021.

FPR Group is acting as an Employment Agency in relation to this vacancy.

Job Location

Note: this is the location of the town or city the job is in and not the exact location of the employer.

Your Key Contact

Sophie Carey

Sophie Carey

Having completed a degree in Events Management at Bournemouth University I joined FPR Group in May 2018 as an Events Coordinator and helped coordinate the prestigious events we run in and around West

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