Case Management Team Manager Full Time NEW

Working Pattern – Hybrid – 2 days per week in the Vitality Bournemouth or Stockport Office. Full time, 35 hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Proven Expertise in People Leadership
• Complex Case/Claims Experience
• Customer‑Centric Decision Making

What this role is all about:

This role is about leading with purpose and pace. As a Case Management Team Manager, you’ll co‑lead a high‑performing team, coaching and developing people to deliver exceptional outcomes for our members. You’ll keep customer care front and centre, guiding teams through complex decisions with compassion, confidence and clarity.

You’ll balance people leadership with operational excellence – resolving escalated claims, driving quality and productivity, and spotting opportunities to improve how we work. Alongside this, you’ll champion smart cost management, accurate reporting and continuous improvement, playing an active role in projects and change initiatives that help shape the future of complex and enhanced care cases.

Key Actions

Team Leadership & Staff Development

• Supervise and support Case Managers, Senior Case Managers, Enhanced Care Associates, and Complex Claims Administrators in their day-to-day responsibilities
• Conduct regular performance reviews, incorporating feedback from QA and RM
• Develop and deliver tailored training programs to enhance team capability including the induction and training on new department team members
• Mentor and coach staff to support professional growth and development.
• Manage team schedules to ensure adequate coverage and efficient workflow
• Support the Senior Clinical Case Manager with their team management duties

Operational & Case Management Oversight

• Facilitate team meetings to discuss case management strategies, updates, and challenges
• Monitor team performance against set targets and benchmarks for quality and productivity using feedback from the QA and RM as appropriate
• Address any issues or conflicts within the team promptly and effectively
• Oversee the management of complex and referred claims, ensuring adherence to operational protocols and service standards

Customer Service Excellence

• Guide team members in providing compassionate and professional customer service
• Resolve escalated complex claim queries and ensure timely and accurate decisions

Cost Management

• Support team members in identifying cost-saving opportunities and managing claims proactively
• Ensure accurate record-keeping to support savings MI and other metrics

Project Involvement

• Lead team participation in projects and ad hoc work to assist management in meeting business requirements
• Contribute to the development and maintenance of Complex and Enhanced Care Management processes and procedures

What do you need to thrive?

• Strong leadership and team management skills (essential)
• Significant claims handling experience (5 years plus)
• Excellent communication, interpersonal and organisational skills
• Excellent understanding of medical conditions, their treatments and medical specialities
• Proven experience in case management or a related field

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%- We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest you’ve ever been
• Create an environment that embraces you as you are and enables you to be your best self
• Give you flexibility on how, where and when you work
• Help you advance your career by playing you to your strengths
• Give you a voice to help our business grow and make Vitality a great place to be
• Give you the space to try, fail and learn
• Provide a healthy balance of challenge and support
• Recognise and reward you with a competitive salary and amazing benefits
• Be there for you when you need us
• Provide opportunities for you to be a force for good in society

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.