Customer Service Representative

Case Administrator/ Customer Service Rep - Travel & Medical Assistance - £25k-£26k

Customer Service role within a 24/7 operations environment providing first-line support for customers, healthcare providers, and business partners requiring medical or travel assistance. Responsible for handling incoming calls, collecting key case information, creating accurate records, and routing cases to the appropriate internal teams.

Key Responsibilities

• Answer inbound calls from customers, providers, facilities, and partners.
• Complete initial case intake, gathering relevant personal, travel, medical, and incident details.
• Create, update, and maintain case records within internal systems.
• Verify eligibility and identify any coverage concerns using available resources.
• Manage shared inboxes, upload documents, and correctly tag correspondence.
• Liaise with healthcare providers and customers to obtain required documentation or medical history.
• Support case managers with administrative tasks such as chasing updates, arranging payments, accommodation, or transport.
• Route cases to the correct internal teams (medical, transport, assistance, authorisations).
• Recognise urgent situations and escalate to clinical or senior staff when required.

Skills & Experience

• Fluent written and spoken English.
• Minimum 1 year customer service experience, ideally in a busy contact centre or fast-paced environment.
• Strong communication skills with the ability to remain calm and professional under pressure.
• Excellent attention to detail and accurate data entry skills.
• Confident using multiple systems simultaneously.
• Good organisational skills and ability to prioritise workload.
• Team player with the ability to use initiative.

Additional Information

• Rotational shift pattern covering evenings, weekends, and public holidays.
• Remote, Hybrid and In-Office positions available.
• Progression opportunities into case coordination or operations roles.