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- Tasks: Support clients with medical coordination and deliver exceptional customer service.
- Company: Join a global leader in medical insurance with a caring culture.
- Benefits: Hybrid working options, 22 days holiday, and career development opportunities.
- Why this job: Make a real difference in people's lives during vulnerable moments.
- Qualifications: Customer service experience and strong communication skills required.
- Other info: Dynamic team environment with opportunities for internal promotion.
The predicted salary is between 25000 - 26000 £ per year.
Do you thrive in fast‑paced environments where you can make a real difference in people’s lives? Join a Global Leader in Medical Insurance. 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.
What You’ll Do
- Support Clients with Compassion
- 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.
What You Bring
Essential Skills
- Fluent spoken and written English
- Customer service experience (any sector)
- Clear, professional communication skills
- Ability to remain empathetic and composed in challenging situations
Preferred Skills
- 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)
Why You’ll Love Working With Us
- 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
Shift Pattern
- 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
What We Offer
- Hybrid working options
- Internal promotion pathways
- Diverse & inclusive workplace
- Birthday day off + Christmas Eve off
- 22 days holiday (FTE - DEPENDS ON SHIFT PATTERN) + 8
Case Manager in London employer: IMG (International Medical Group)
Contact Detail:
IMG (International Medical Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Case Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to case management. Role-play with a friend or use online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your empathy and organisational skills during interviews. Share real-life examples of how you've helped others or managed complex situations to demonstrate you're the right fit for the role.
✨Tip Number 4
Apply through our website for the best chance at landing that Case Manager position. We love seeing candidates who are genuinely interested in joining our team and making a difference!
We think you need these skills to ace Case Manager in London
Some tips for your application 🫡
Show Your Compassion: In your written application, make sure to highlight your empathetic nature. We want to see how you can connect with clients and handle sensitive situations with care. Share examples that showcase your ability to support others during challenging times.
Be Clear and Professional: When crafting your application, clarity is key! Use straightforward language and keep your communication professional. We appreciate well-structured responses that reflect your organisational skills and attention to detail.
Tailor Your Experience: Don’t just send a generic application! Tailor your experience to match the Case Manager role. Highlight relevant customer service experience and any specific skills that align with our needs. This shows us you’re genuinely interested in the position.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at IMG (International Medical Group)
✨Show Your Empathy
As a Case Manager, empathy is key. During the interview, share examples of how you've helped others in challenging situations. This will demonstrate your ability to connect with clients and handle sensitive cases with care.
✨Highlight Your Organisational Skills
This role requires strong organisational abilities. Be ready to discuss how you manage multiple tasks and prioritise effectively, especially in fast-paced environments. Use specific examples from past experiences to illustrate your skills.
✨Communicate Clearly and Professionally
Since you'll be liaising with clients and internal teams, clear communication is crucial. Practice articulating your thoughts concisely and professionally. Consider doing mock interviews to refine your delivery and ensure you come across as confident.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle pressure. Think about potential challenges you might face as a Case Manager and prepare responses that showcase your critical thinking and decision-making abilities.
