Assistance Case Manager

Do you thrive in fast‑paced environments where you can make a real difference in people’s lives?
Are you empathetic, organised, and confident communicating with individuals from all walks of life?

If so, you could be the Case Manager we’re looking for.

In this role, you'll coordinate medical care and assistance for insured clients worldwide. Whether helping someone access treatment abroad or arranging a safe journey home, you’ll ensure each case is handled with compassion, urgency, and professionalism.

• Assist insured clients with medical coordination, handling losses, or arranging repatriation.
• Deliver exceptional customer service to clients, relatives, and internal teams.
• Respond to enquiries with empathy, clarity, and professionalism.

• Work closely with our Medical Department to ensure appropriate treatment.
• Obtain medical reports, arrange medical care, and facilitate authorisations.
• Manage all logistics relating to client movement and welfare.

• Document all interactions clearly and accurately.
• Conduct frequent case reviews to ensure compliance and quality.
• Close cases with accurate final reserves and ensure all key information is captured early.

• Act as the initial escalation point for Case Administrators.
• Support, guide, and oversee ongoing case work.
• Liaise directly with clients regarding updates or concerns.
• Escalate VIP, press-sensitive, contentious, or high‑risk cases to management.

• Meet SLA targets, KPIs, and internal service standards.
• Identify system issues or improvement opportunities.
• Support the wider Operations Department in achieving goals.
• Take on additional tasks as assigned by leadership.

• Fluent spoken and written English
• Customer service experience (any sector)
• Clear, professional communication skills
• Ability to remain empathetic and composed in challenging situations

• Proficiency in Microsoft Word & Outlook
• Strong organisational and prioritisation skills
• Ability to work under pressure in a close‑knit team
• Additional languages (a strong advantage)

• A meaningful role helping people during vulnerable moments
• Supportive, collaborative Operations Team
• Career development opportunities in global medical assistance
• A culture built on care, professionalism, and service excellence

This is a 24/7 operation, with shifts between 08:00–20:30.

• 7.5‑hour shifts (37.5 hours per week)
• 1‑hour unpaid lunch
• Weekend rotation: typically 1 in every 3 weekends

• Hybrid working options
• Internal promotion pathways
• Diverse & inclusive workplace
• Birthday day off + Christmas Eve off
• 22 days holiday [FTE -DEPENDS ON SHIFT PATTERN] + 8 bank holidays (increasing to 30 days with tenure)
• Summer & Christmas parties
• Employee of the Month & Year awards
• 2 paid volunteer days per year

If you’re compassionate, detail‑oriented, and motivated by helping others, this is your chance to join a global organisation where your work truly matters.

Apply today and make a real impact — one case at a time.