We are seeking highly detail-oriented Case Managers to support UK-based response operations. This role is based in the South African control room.
In this role, you will:
- manage incoming service callouts,
- verify information,
- coordinate with responders,
- ensure each case is handled accurately from initiation through to resolution.
This is not a traditional call-Centre role position. It is a structured case ownership role requiring strong operational discipline, accuracy, and strict adherence to defined processes.
Case Managers must be comfortable working in a high-volume operational environment where attention to detail, clear communication, and procedural compliance are critical.
Key Responsibilities
- Own and manage callouts from activation through to resolution.
- Verify and assess incoming information before initiating the appropriate response.
- Coordinate responder dispatch and monitor case progress until completion.
- Communicate professionally and clearly with users, responders, and operational partners.
- Maintain accurate case records and ensure all actions are properly documented.
- Follow defined operational procedures and escalation protocols without deviation.
- Ensure all work is completed with a high level of accuracy and attention to detail.
- Operate effectively in a structured, process-driven environment with high call volumes.
- Operate as part of a structured 24/7 shift rotation, which includes scheduled coverage during nights, weekends, and public holidays.
Minimum Requirements (Non-Negotiable)
- NQF Level 6 qualification or higher (Diploma or Degree)
- Neutral English accent and clear spoken communication (language assessment will form part of the recruitment process)
- Strong written communication and documentation skills
- High attention to detail and ability to follow structured processes precisely
- Comfortable working with multiple systems, screens, and real-time operational platforms
- Strong personal accountability and reliability
- Ability to remain calm and professional while managing multiple cases
- Willingness to work shifts, including nights, weekends, and public holidays
Advantageous Experience
- BPO or contact Centre experience in structured, process-driven environments
- Experience in case management, service coordination, or incident handling roles
- Exposure to compliance-driven operational environments
- Experience managing high volumes of customer interactions while maintaining accuracy
Who Will Thrive in This Role
- Professionals who value precision, structure, and process discipline
- Individuals who naturally take ownership of cases and outcomes
- People who remain calm and organized while managing multiple cases simultaneously
- Strong communicators who can engage professionally with international clients
- Individuals who understand the importance of accuracy in operational decision-making
Why Join Us
- Work in a professional operations environment supporting international services
- Be part of a structured, high-performing operational team
- Clear operational standards and strong process discipline
- Opportunity to grow within a fast-evolving operations environment
Skills Required
- NQF Level 6 qualification or higher (Diploma or Degree)
- Neutral English accent and clear spoken communication
- Strong written communication and documentation skills
- High attention to detail and ability to follow structured processes
- Comfortable working with multiple systems and real-time platforms
- Strong personal accountability and reliability
- Ability to remain calm while managing multiple cases
- Willingness to work shifts including nights, weekends
What We Do
AURA is a technology platform which enables anyone to access the closest vetted private security & medical response unit to their location, anywhere, anytime, using a connected device.
