Job Introduction

We are looking for a Case Management Assistant to join our New Zealand team and play a vital role in supporting our Case Managers and members. This is an administration-focused position that would suit someone who is highly organised, confident using computer systems, and enjoys working in a fast-paced environment where no two days are the same.

Success in this role is less about previous industry experience and more about attitude and aptitude. We're looking for someone who is quick to learn new systems, comfortable managing multiple tasks, and able to work independently while maintaining a high level of accuracy. You'll be responsible for supporting day-to-day case management activities, including answering calls, managing files, coordinating communications, and providing administrative support to the wider team. We're looking for someone who is self-motivated, proactive, and comfortable working autonomously while staying connected with colleagues through regular team interactions.

Role Responsibility

As our new Case Management Assistant - New Zealand, you will also:

• Deliver advisory services and case support in line with governance, policy and process, ensuring fair and high-quality outcomes for members and the membership fund.
• Work collaboratively with file handlers to manage caseloads within agreed SLAs, maintaining efficiency and excellent member service.
• Provide clear, accurate and empathetic advice to members, escalating technical matters where appropriate.
• Support case handling projects and continuous improvement initiatives to enhance operational efficiency and member outcomes.
• Assist in the management of member-related expenditure in line with organisational governance and process financial correspondence within agreed timescales.
• Handle informal complaints and expressions of dissatisfaction, aiming for first-contact resolution wherever possible.
• Ensure members are kept informed using appropriate communication channels, delivering professional and technically accurate guidance.
• Build effective working relationships with internal and external stakeholders to support positive case outcomes.
• Take ownership of personal development, quality standards and compliance with organisational values, policies, regulatory and ethical requirements.
• Identify and escalate risks appropriately, adhering to all relevant governance, data protection, IT security and health & safety standards.

The Ideal Candidate

We are looking for:

• Strong communication and interpersonal skills, with empathy and confidence handling difficult conversations.
• Pragmatic problem-solver, able to work independently and manage cases effectively.
• Effective prioritisation and time management to meet SLAs.
• Adaptable to change, supporting evolving practices and business needs.
• Experience in customer/member service and complex administration

Package Description

• Hybrid working
• Annual performance based bonus - up to 10% 
• 25 days Annual Leave plus national public holidays and additional State and Territory public holidays
• State and Territory holiday trading option
• 10.5% Superannuation contribution
• A range of shopping discounts, exclusive codes and cashback deals on purchases for a wide range of retailers
• Financial wellbeing support, expert guides, tips and tools to help you manage your money better and improve your financial wellbeing
• Wellbeing support, free specialist counselling, advice and signposting support through our Employee Assistance Programme and Mental Health First Aider network. Anytime access to a Wellbeing hub and a free Wellbeing App
• Contribution towards Life, Income Protection and Medical Insurance

About the Company

Medical Protection Society (MPS) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.

Medical Protection Society