International Customer Service Coordinator

We are recruiting an International Customer Service Coordinator to joint our Medical Assistance Team based in Esher, Surrey, UK.

The job title for this role will be Coordinator - Assistance. In this role, no two days will be the same; whether you are dealing with a road traffic accident in Uganda, a case of food poisoning in Auckland or a heart attack in Beijing, you will be dealing with people in need, impacting their lives.

Healix International provides medical and travel assistance 24/7 365 with our UK team providing service from 7am and 10pm, Monday to Sunday and our New Zealand providing the service overnight.  Once fully trained there is an opportunity for hybrid working and we are open to accommodating flexible shift patterns.

What we are looking for:

Excellent written and verbal communication skills
Someone who is passionate about providing good customer service, someone who is adaptable and has an empathetic attitude
A resourceful problem solver who can work under pressure
Good geographical knowledge
Additional languages are an advantage, and we are keen to find candidates with French, Italian or Spanish as their first or second language. However, this is not essential for the role.
Knowledge and experience of working within the travel insurance arena is an advantage
Ability to build relationships quickly, responding respectfully and positively to members’ needs

If you are a curious person who doesn’t shy away from taking ownership and making decisions, who can remain calm under pressure and manages their time effectively, then we would love to hear from you.

About

The Role

What you'll be doing:

As a Coordinator - Assistance, your will be providing excellent customer service as part of a fast-paced and diverse team. You will be providing support and advice to our customers who require assistance for medical situations that may arise anywhere in the world.  We ensure members receive the medically necessary care, guiding them through the appropriate processes and, in liaison with a range of professionals put care plans in place which may include;

arranging treatment locally, facilitating air ambulances or commercial flights with qualified medical escorts as necessary.  

Required Criteria

Excellent written and verbal communication skills
Team work
Good geographical knowledge
Early, middle and late shifts, Monday to Sunday, including Bank Holidays
English language, both verbal and written, to a native standard
Ability to commute to the Esher office
Desired Criteria

Additional foreign languages

Experience of working within the travel insurance business
Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need.

If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have…