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Case Manager - Cardiff Bay

Full Time
Job Sector:
Financial Services / Insurance, Multilingual Jobs
South Wales
Salary description:
Start Date:
Global Response Ltd
Job Ref:

Global Response provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe. Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.

With an experienced, multi-lingual team, in-house medical staff and a superb reputation within the travel insurance industry, Global Response’s award winning service will ensure that your policyholders and employees get the best possible care, whatever the situation and wherever they are.

Global Response is looking for a Case Manager to join our team!

The case manager's role is different day to day. Clients call in from all over the world needing our assistance - whether they have been bitten by a monkey in Thailand or have a broken leg following a ski accident. Our case managers must be calm and organised, as you will be handling a situation with worried patients and families. This is a very fast-paced, exciting role with the potential to progress through the company.

Duties and Responsibilities

  • To provide help and assistance to insured clients who become sick, sustain injury or who wish to return to the UK for compassionate reasons.
  • To provide the highest level of customer service to both internal and external clients
  • To ensure all internal and external communications to be dealt with in a professional, disciplined and courteous manner at all times
  • To deal with enquiries from GR’s clients and relatives of the insured on case related matters in a prompt, courteous and professional manner
  • To ensure that any assistance given and costs incurred are provided for within the terms and conditions of the travel insurance policy
  • To be fully familiar with the GR case management system (CMS) and to ensure that all information obtained during an assistance case is properly documented on this.
  • To be familiar with GR’s published service standards and to ensure that any assistance provided is done so in accordance with these
  • To ensure that all telephone calls made and received and all emails and faxes sent and received are annotated on the CMS
  • To liaise with the GR medical department and to assist them in obtaining medical reports from overseas hospitals and to provide translation services where appropriate
  • To liaise with the GR medical department and assist them in obtaining past medical history on those patients whose condition indicates it is relevant
  • To liaise with the GR medical department and to arrange medical transportation for those patients who require it
  • To ensure that, where possible, three quotations are obtained prior to engaging any outsourced provider
  • To manage and coordinate all operational and logistical matters relating to the movement and welfare of clients
  • To bring to the attention of a Supervisor or the Operations Manager any failures or development opportunities regarding the case management and telephone system
  • To bring to the attention of a Supervisor or the Operations Manager any case that is likely to be contentious or that will potentially result in a serious complaint
  • To bring to the attention of a Supervisor or the Operations Manager any case that involves the press or a VIP.
  • To highlight any areas of concern to a Supervisor or the Operations Manager
  • To carry out any other tasks as agreed with a Supervisor or the Operations Manager

Knowledge Skills Abilities (requirements)

  • Fluent spoken and written English
  • Previous customer service experience (not necessarily in a related field)
  • Good oral and written communications skills, delivered in a clear and professional manner

Preferred Skills

  • Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement.
  • The ability to work under pressure as part of a close-knit team
  • Good organisational skills, in particular the ability to prioritise workload and use own initiative.
  • Fluent in European languages, a plus!

Shift Work

On a shift basis and according to a rota including weekends and bank holidays, as follows:

  • Early shift from 07.45am – 15.45pm
  • Mid shift 10.00am – 18.00pm
  • Late shift from 12.00pm – 20.00pm

Global Response is committed to developing and maintaining working environments and practices, which ensure equality of opportunity in both the recruitment and advancement of staff. Global Response works on behalf of FCA Regulated Companies and will therefore carry out background checks.

By applying to this advert you acknowledge our privacy policy applies and give consent for the company to use your data in the manner we have indicated in our privacy notice which can be found on our careers page (

To apply for this role, please submit your details online via the Apply Now button below.

Company Description

Global Response is an award-winning leader in travel medical assistance and claims management.

Established in 1998, Global Response has developed best-in-class operations, systems design and structure, cost containment and management, and fraud identification.

Underpinned by an extensive, worldwide agent network, Global Response is truly an international player in the market. With a multilingual customer support team, Global Response is capable of handling cases in any country 24 hours a day, 7 days a week, 365 days a year.

Global Response is an integral subsidiary of International Medical Group® (IMG®), a leader in global benefits and assistance services for more than 25 years.”

Closing Date:

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