Travel Assistance Coordinator

Call Centre role/Admin supporting global travellers in medical & security needs
- You love helping people, you can multi task and have real empathy for people
- You don't mind shift work, you like some WFH & office work.

**The Company**

As the global borders open and international travel (both Commercial & Leisure) returns to normal volumes, our client is investing significantly in their Southern Hemisphere Travel Assistance Centre.

Headquartered in the UK, they have operational centres of excellence in the UK, NZ, & Singapore. Their combined medical and security risk management expertise places them in a unique position to deliver cost-efficient solutions without compromising high quality support for the end-user (the traveller typically). As a result, they have an impressive list of clients across corporate, government, NGO, and insurance sectors.

**The Role**

Based on Auckland's Northshore and due to continued growth, they are actively hiring for 2 x Permanent Fulltime Assistance Coordinators. Without a word of a lie, this role will bring you an incredible sense of delight. Seen as the glue, your function ensures your Corporate & Leisure travellers get the dedicated Medical and Security assistance as and when required.

A Telephone based position, you will spend meaningful time in training (up to 2-3 months) mastering the systems and processes so you can manage emerging situations and deliver meaningful outcomes which help people.

In this role you will be working with highly experienced medical and security personnel to support those travellers in need. You will manage the process from receiving the call, building a case plan, and logístically coordinating the many moving parts to achieve a satisfactory outcome.

Boasting a great team environment globally, you unify your collective skills to deliver best in class assistance using their partner organisations and internal specialists for services such as:

- Air Ambulance transportation
- Security Analysis and threat detection.
- In country medical assistance incorporating referrals to GP’s, Clinics and or Hospitals.

**The Person**

We seek people who are courteous, conscientious and have real attention to detail. You ideally thrive in pressure situations and can make effective decisions, communicate concisely, and have superior listening skills.
- Previous experience working as an Assistance Coordinator, or similar role, is preferred.
- Excellent written and verbal communication skills are essential
- Geographical knowledge is advantageous
- You must be able to speak and write in English at a native level
- Bi-lingual is advantageous
- Knowledge and experience working within the Travel Insurance arena is an advantage
- You will need the ability to communicate professionally and have excellent listening skills
- You will need the ability to build relationships with clients over the phone, quickly, and respond respectfully and positively.

You might have worked in Emergency Management with one of the Service providers (Police, Ambulance or similar etc) and want a change, then reach out, we are keen to talk to you too.

You may have been in a Pandemic Covid Response team, you would be a welcome addition to the team.

You might be in the Travel Insurance sector, possibly doing a similar role, of course, we want to hear from you.

Basically, anyone who has a passion for serving people, can think on their feet and remain calm but have empathy
**and your life can support shift work,** then reach out.

You need to have competence using computer systems, be able to multitask while talking and listening, toggle between systems using multi-screens - it is a learnt skill we know, but we want people who feel at one with technology too.

**The Shifts**:
In the summertime, you will not work later than 9.30 pm. Winter time, no later than 7.30 pm.

The roles we have need people willing to work 4 x 10-hour shifts per week / 8 shifts per fortnight (no more than 4-weekend shifts a month). The 10-hour shift includes a 1-hour paid break time (1 x 30min & 2 x 15min).

**Remuneration**:
With a starting base salary of $55,000 and with penal rates, your approximate salary package will be $62,000 per annum.

When working weekends, you will receive time and half and double time for public holidays plus, any public holiday hours will receive time in lieu.

Benefits include;

5 weeks annual leave to all employees

With public holiday time in lieu, you can accrue up to another weeks leave.

Health insurance with Southern Cross

Life insurance cover based on 4 times your base salary

Parking at the door for night shifts.

After training commences, two shifts a fortnight can be work from home.

Did we say anything about travel, our bad There may be an occasion for you to head up to the UK and with that, you can take time to travel into continental Europe. At 24 months, and if there is a role, you could find yourself moving up to the UK if that is of interest too. Sounds good