About The Role
Team Clinical Leadership Team
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 focuses on leading with purpose and pace. As a Case Management Team Manager, youll co-lead a high-performing team, coaching people to deliver strong outcomes for our members. Youll keep customer care central while supporting teams through complex decisions. Alongside people leadership, youll drive operational performance by resolving escalated claims, improving quality and productivity, managing costs, and contributing to projects and change that shape 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 responsibilities
• Conduct regular performance reviews, using feedback from QA and RM
• Develop and deliver training programs to enhance team capability including inductions and training new team members
• Mentor and coach staff to support 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
• 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, whats 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 successfulin your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest youve 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.
About The Company
Were incredibly proud to be recognised for the culture we've created recently being named one of Glassdoors Best Places to Work 2026, and in 2024 we were delighted to be awarded Top 10 Places to Work in the Sunday Times Awards.
Weve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives they benefit, our business benefits, and society benefits. Were successful because we attract, develop, and retain the best people and because we care. Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme.
Diversity & Inclusion
At Vitality, were committed to diversity and inclusion - we welcome applications from individuals of all backgrounds, experiences, and perspectives.
Vitality sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment.
If we receive a high volume of quality applications, we may need to close this vacancy early. Please submit your application as soon as possible.

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