Night Assistance Case Manager

💷 Salary: £25,000 – £26,000 per year + £3,000 Night‑Shift Differential
(Total potential salary: £28,000 – £29,000 per year)

Do you thrive in a fast‑paced environment 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.

You’ll coordinate medical care and assistance for insured clients worldwide—supporting individuals during some of their most vulnerable moments. Whether arranging treatment abroad or coordinating a client’s return home, you’ll deliver compassionate, professional, and timely support.

🌟 What You’ll Do

Support Clients with Compassion

• Assist clients with medical coordination, loss handling, or repatriation.
• Deliver exceptional service to clients, families, and internal teams.
• Respond to enquiries with empathy, clarity, and professionalism.

Coordinate Medical Care & Logistics

• Work directly with our Medical Department to ensure appropriate care.
• Gather medical reports, arrange treatment, and support authorisation needs.
• Manage logistics relating to client movement and welfare.

Ensure Accurate Case Management

• Maintain precise and complete documentation for every interaction.
• Conduct regular case reviews to ensure compliance and quality.
• Close cases accurately and gather required information promptly.

Collaborate & Lead Within the Team

• Act as the first point of escalation for Case Administrators.
• Provide leadership, support, and oversight for case handling.
• Liaise with clients on updates and queries.
• Escalate VIP, contentious, or high‑risk cases as needed.

Deliver Operational Excellence

• Meet SLAs, KPIs, and internal service standards.
• Identify process improvements or system issues.
• Support the department’s overall success.
• Assist with additional tasks as assigned by leadership.

🧠 What You Bring

Essential Skills

• Fluent written and spoken English
• Customer service experience (from any industry)
• Clear, professional communication
• Calm, empathetic approach in challenging circumstances

Preferred Skills

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

🌟 Why You’ll Love Working With Us

• A meaningful role supporting people in vulnerable moments
• A supportive and collaborative Operations Team
• Opportunities to grow within global medical assistance
• A culture built on empathy, professionalism, and excellence

🕒 Shift Pattern

Permanent Shift Pattern (After Training)

📅 4 on / 4 off
🕗 20:00 – 08:00 (Night shifts)
🍽️ 90‑minute unpaid lunch
🌙 Includes a £3,000 annual night‑shift differential

Training Period (First 3 Months)

🕗 08:00 – 20:30 (Day shifts)
⏱️ 7.5‑hour shifts (37.5 hours/week)
🍽️ 1‑hour unpaid lunch

This dedicated training phase ensures you are fully supported before transitioning onto nights.

🎁 What We Offer

• Hybrid & Remote working options
• Clear internal progression pathways
• Diverse & inclusive culture
• 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
• Surprise rewards (yes… even Beyoncé tickets!)
• Employee of the Month & Year awards
• 2 paid volunteer days annually

🚀 Ready to Build a Career with Purpose?

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

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