Job Description

We are seeking highly detail-oriented Case Managers to support UK-based response operations. This role is based in the South African control room.

In this role, you will:

• manage incoming service callouts,
• verify information,
• coordinate with responders,
• ensure each case is handled accurately from initiation through to resolution.

This is not a traditional call-Centre role position. It is a structured case ownership role requiring strong operational discipline, accuracy, and strict adherence to defined processes.

Case Managers must be comfortable working in a high-volume operational environment where attention to detail, clear communication, and procedural compliance are critical.

Key Responsibilities

• Own and manage callouts from activation through to resolution.
• Verify and assess incoming information before initiating the appropriate response.
• Coordinate responder dispatch and monitor case progress until completion.
• Communicate professionally and clearly with users, responders, and operational partners.
• Maintain accurate case records and ensure all actions are properly documented.
• Follow defined operational procedures and escalation protocols without deviation.
• Ensure all work is completed with a high level of accuracy and attention to detail.
• Operate effectively in a structured, process-driven environment with high call volumes.
• Operate as part of a structured 24/7 shift rotation, which includes scheduled coverage during nights, weekends, and public holidays.

Minimum Requirements (Non-Negotiable)

• NQF Level 6 qualification or higher (Diploma or Degree)
• Neutral English accent and clear spoken communication (language assessment will form part of the recruitment process)
• Strong written communication and documentation skills
• High attention to detail and ability to follow structured processes precisely
• Comfortable working with multiple systems, screens, and real-time operational platforms
• Strong personal accountability and reliability
• Ability to remain calm and professional while managing multiple cases
• Willingness to work shifts, including nights, weekends, and public holidays

Advantageous Experience

• BPO or contact Centre experience in structured, process-driven environments
• Experience in case management, service coordination, or incident handling roles
• Exposure to compliance-driven operational environments
• Experience managing high volumes of customer interactions while maintaining accuracy

Who Will Thrive in This Role

• Professionals who value precision, structure, and process discipline
• Individuals who naturally take ownership of cases and outcomes
• People who remain calm and organized while managing multiple cases simultaneously
• Strong communicators who can engage professionally with international clients
• Individuals who understand the importance of accuracy in operational decision-making

Why Join Us

• Work in a professional operations environment supporting international services
• Be part of a structured, high-performing operational team
• Clear operational standards and strong process discipline
• Opportunity to grow within a fast-evolving operations environment