Travel Assistance Coordinator (Hybrid)

Our client is looking to onboard an Assistance Coordinator responsible for arranging and delivering assistance services to policyholders in line with company service standards and operational procedures. The role focuses on ensuring positive customer outcomes, including supporting policyholders to continue their trip when medically appropriate or coordinating safe repatriation to their home country.

Responsibilities

• Coordinate and manage logistical arrangements in line with treatment plans provided by the medical team
• Accurately record and maintain all case information within the case management system, ensuring compliance with internal procedures
• Arrange medical and travel-related services, including hospital admissions, doctor appointments, commercial flights, air ambulances, ground transportation, accommodation, and fitness-to-fly clearances
• Develop and maintain a strong understanding of the company’s global provider network and liaise with suppliers to ensure services are delivered effectively and within agreed costs
• Coordinate services relating to deceased cases, including repatriation, burial, or cremation arrangements
• Work closely with internal teams, ensuring all stakeholders remain updated throughout the case lifecycle
• Monitor and manage case-related costs, including issuing guarantees of payment to providers where required
• Review insurance policy terms and conditions, identifying and escalating any potential coverage or policy breaches to the relevant team
• Provide a responsive, empathetic, and professional service to policyholders during sensitive or stressful situations
• Escalate cases outside individual authority levels in line with established procedures
• Complete administrative tasks and maintain up-to-date operational knowledge and process awareness
• Ensure compliance with all relevant regulatory requirements, including FCA guidelines, PCI standards, Treating Customers Fairly principles, Data Protection legislation, and Company policies and procedures
• Support management in identifying and mitigating departmental risks while maintaining high standards of integrity, professionalism, and compliance, including reporting suspected fraud or corruption

Requirements

• Strong customer-focused approach with a genuine commitment to delivering excellent service
• Excellent written & verbal communication skills in English and at least one of the following - French, Arabic, and Italian
• Strong judgement, analytical thinking, and problem-solving abilities
• Ability to identify issues quickly and determine the most appropriate course of action within departmental guidelines
• Compassionate and service-oriented, with a proactive approach to supporting customers during challenging situations
• Good computer literacy and confidence using internal systems and applications

Work Schedule

• 5 Shifts per week on 3 shift basis
• Morning: 6:00-14:00
• Afternoon: 14:00-22:00
• Night: 22:00-6:00 

Benefits

• Hybrid
• Health Insurance
• Performance Bonus
• Company Discounts