Call Centre Agent

International Medical; Cardiff; Hybrid; GBP 25,000 - GBP 26,000; Full time

Job summary

A global medical insurance leader is seeking a dedicated Case Manager in Cardiff to provide exceptional support for clients in medical emergencies. You will coordinate client assistance with empathy and accuracy, ensuring high service standards. The role requires strong customer service experience and fluency in English. Benefits include hybrid working options, development opportunities, and a supportive team environment. Join us in delivering peace of mind for individuals in vulnerable situations.

Benefits

Hybrid working options

22 days annual leave + 9 bank holidays

Birthday day off + Christmas Eve off

Employee of the Month/Year awards

Diverse & inclusive culture

Qualifications

• Fluent spoken and written English.
• Strong customer service experience in any industry.
• Excellent verbal and written communication skills.

Responsibilities

• Collect and verify essential patient information.
• Deliver outstanding customer service to clients.
• Maintain accurate, complete, and timely case records.
• Serve as the first escalation point for Case Administrators.

Skills

Fluent spoken and written English

Strong customer service experience

Excellent verbal communication

Tools

Microsoft Word

Outlook

Job description

🌍 Join a Global Leader in Medical Insurance

Become Our New Case Manager at IMG

💷 Salary: £25,000 – £26,000 per year

Are you driven by helping others, solving problems, and delivering exceptional customer care—even in challenging situations?

We’re looking for a dedicated Case Manager to join our Operations Team, where no two days are the same and every interaction makes a real difference.

In this role, you’ll coordinate medical and logistical assistance for clients around the world, ensuring each case is handled with empathy, accuracy, and urgency while meeting high service standards.

🌍 What You’ll Do

Client Support & Case Coordination

• Collect and verify essential patient information (symptoms, contact details, DOB, address).
• Deliver outstanding customer service to clients, families, and partners.
• Handle enquiries with empathy, professionalism, and efficiency.
• Coordinate logistics including medical movements and client welfare arrangements.
• Ensure assistance meets policy terms and company service standards.

Case Oversight & Documentation

• Maintain accurate, complete, and timely case records.
• Conduct regular case reviews to ensure compliance and quality.
• Close cases properly with accurate final reserves.
• Prioritise and complete tasks within assigned authority levels.

Team Support & Collaboration

• Serve as the first escalation point for Case Administrators.
• Liaise directly with clients regarding questions or updates.
• Escalate urgent, contentious, VIP, or press‑sensitive cases appropriately.
• Support ongoing departmental improvements and service excellence.

🧠 What You Bring

Required:

• Fluent spoken and written English
• Strong customer service experience (any industry)
• Excellent verbal and written communication skills

Preferred:

• Great organisational skills and the ability to use your own initiative
• Ability to work under pressure in a fast‑paced environment
• Proficiency in Microsoft Word and Outlook
• Additional languages (a strong advantage!)

🌟 Why You’ll Love Working With Us

• A meaningful role supporting people during vulnerable moments
• A close‑knit, supportive, and collaborative team
• Career development in medical assistance and global insurance
• A company culture built on empathy, professionalism, and excellence

🕒 Shift Pattern

This is a 24/7 operational environment with shifts between 08:00–20:30.

• 7.5‑hour shifts (37.5 hours per week)
• 1-hour unpaid lunch
• Weekends: typically 1 in every 3

🎁 What We Offer

• Hybrid working options
• Internal promotion opportunities
• Diverse & inclusive culture
• Birthday day off + Christmas Eve off
• 22 days annual leave + 9 bank holidays (increasing to 30 days)
• Summer & Christmas parties
• Surprise rewards (yes… even Beyoncé tickets!)
• Employee of the Month/Year awards
• 2 paid volunteer days annually

🚀 Ready to Make a Global Impact?

Whether you're starting out or bringing years of experience, IMG is a place where your career can truly grow. You’ll receive full training, ongoing support, and a role with genuine purpose.

Apply now and become part of something bigger.

At IMG, we don’t just process claims — we deliver peace of mind.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.