Role: Summer Internship - Assistance Support Case Manager
Location: Portsmouth / Lakeside North Harbour
2025 Summer Internship programme
Summer Internships available for A- level or University students
Charles Taylor Assistance is currently seeking summer interns to join our team in Portsmouth team on a one or two day a week basis leading up to the summer and to work full-time over the summer period. We also offer the possibility of ongoing employment for those who reside locally, with opportunities to work evenings and weekends beyond the summer period!
Training will begin on Monday 7th April, for two weeks, which will ensure that our interns are fully prepared and confident in time for the summer season. It is a fantastic opportunity to hit the ground running and make the most of the internship experience from day one!
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.
Our summer interns will be working as Assistance Support Case Managers. As a Assistance Support Case Manager, you are the critical point of contact, working alongside a team of medical and travel professionals to help customers who become ill or injured on their travels.
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, nevertheless 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
As an Assistance Support Case Manager, you are responsible for:
- Managing incoming communications in the business, by email, fax, phone and text supporting in achieving business SLA's.
- Handling customer enquiries and providing updates on existing claims, by phone, email and text.
- Making payments to customers and suppliers within set criteria
- Identifying complaints, compliments and communications of high importance and escalating to the correct area of the business,
- Completing any other tasks as may reasonably be required, in order to support the business needs.
- Contributing to the overall team performance and other duties as required of the Assistance Team
Key Responsibilities
- Demonstrate and role model the Charles Taylor six Values by ensuring a Supportive Environment, upholding Excellence in People, focusing on Partnership with Clients, delivering High quality Work, promoting Group-wide Entrepreneurship and having an Appetite for Change.
CUSTOMER FOCUS
- At all times act as a positive role model supporting the delivery of emergency medical assistance through your performance.
- Promote proactive, effective communication with customers', to identify their immediate medical assistance needs and where possible, provide assistance using best working practice methods, otherwise escalation to the correct skill role who can.
- Ensure customer centric philosophy is adopted and practised through your actions.
- Identifying, understanding and ensuring that actions are taken, where a customer has raised an expression of dissatisfaction (EOD) or complaint and ensure efficient and effective action taken.
CLIENT FOCUS
- Ensure your work activities are correct and in line with internal and client philosophies, working practice, limitations of policy terms.
- Protection of insurer client liability with the identification and escalation of claims where fraud is suspected to SIS.
- Protection of client indemnity spend, by following internal cost saving processes and Identifying cost savings and cost saving initiatives for all clients of the business
QUALITY
- Ensure that action is immediately taken to resolve any issues arising from internal quality and technical audit of your work.
- All communications into the business are acknowledged, answered or completed in accordance with agreed service levels (SLA) at all times.
- Ensure proactive, effective communication with customers and internal and external resources to capture data and information to enable the processing of claims in an efficient manner.
- Identifying and understanding policy terms and conditions to process a claim efficiently, promptly and within the agreed terms.
OPERATIONAL
- Manage and deliver completion of all required task within Medical Emergency Assistance activities in accordance with Service Level Agreements, both individually and in a team unit with particular emphasis on:
- Identification of daily task content and prioritisation to achieve service level
- Balance volume of work activity and delivery of quality, right first-time performance
- Think to the finish philosophy to ensure that next steps are understood and taken
- Assist other areas of the business when required.
- Ensure customer service experiences throughout the operation are always market-leading and consistent.
- Ensure compliance with client and regulatory requirements within the scope of the role.
Required Skills
- The individual should have a good standard of education and be able to demonstrate good verbal and written communication skills.
- A good standard of education in Mathematics, Geography, modern languages and/or Information technology beneficial.
- In addition to the Key Role responsibilities as detailed, competences are:
- Having a flexible approach to work
- Being self-motivated
- Being proactive, with a can-do attitude
- Able to work within a team and individual, with ability to work autonomously, managing personal workflow and priorities
- Able to communicate proficiently in verbal and written media and deliver clear and well understood message.
Additional Requirements
- There should be limited long absences over 3 days within the period of June - September subject to business requirements.
- Ideally committing to a permanent contract with 1 or 2 days work per week inclusive of weekends.
- Flexibility to cover all shifts required including working every other weekend within the period of June- September.
Why join Charles Taylor?
We are very proud of the fact that nine out of ten of our people recommend Charles Taylor as a place to work. We pride ourselves on having a positive work environment where our people are empowered to make the best decisions and where learning is valued highly and shared across our business.
We are very committed to ensuring our people are given continuous learning and development. As well as structured induction programmes and job training, we provide study support for relevant professional qualifications and have a Core Learning & Development Curriculum.
Charles Taylor is a fun and inclusive place to work where people are truly valued and encouraged to enjoy a host of social and sporting activities available. Quiz nights, tennis tournaments, football matches and a range of other events take place throughout the year
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, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of.
Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our 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
To apply to this Customer Service Advisor vacancy, you must live and be eligible to work in the United Kingdom.
