Case Manager - Travel Assistance; German Speaker

Job Type: Permanent - Full Time
Location: Uxbridge, Middlesex, United Kingdom
Job Category: Call Centre and Customer Service

Start Date: 5th May 2026

Our Travel Assistance Case Managers provide our customers with after‑care and logistical problem‑solving support when something goes wrong in their travels. High‑performing, empathetic and multilingual, they bring travelers home safely or help them continue their journeys as needed, building strong relationships and delivering accurate, on‑time service in high‑stakes situations.

• You’ll be fluent in German (written and spoken)
• You’ll take calls from travelers in emergency situations—whether lost baggage or a medical emergency—to solve their problems.
• You’ll focus on providing a great experience each time—for the traveler, family member, or provider.
• You’ll use critical thinking and problem‑solving skills to give tailored advice to real‑world problems.
• You’ll provide emotional support and reassurance to travelers in distress, maintaining a calm and empathetic demeanor throughout each call and case.
• You’ll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical or security emergencies.
• You’ll facilitate payment and guarantee of facility and any required vendor bills.
• You’ll help travelers understand the services we support them with.

We seek team members with a genuine desire to help people and save lives. Our Case Managers need to be resilient, empathetic, and think critically. If you’re willing to learn, we will teach you everything you need to know.

• You’ll have great interpersonal skills and know how to look after travelers and respond with empathy.
• You’ll have strong problem‑solving and decision‑making skills, following processes to provide quick and accurate assistance.
• You’ll thrive in a fast‑paced, dynamic environment and be open to change.
• You’ll have conflict‑resolution skills to help customers in stressful situations.
• You’ll be available to work four 10‑hour shifts per week, across a 7‑day rotating roster between 7am and 10pm.
• Ideally, you’ll be professionally proficient in French, Dutch, German, Italian, Portuguese, or Spanish, though this is not essential.
• More than anything else, you’ll have a passion for helping others.

We value optimism, caring, togetherness, reliability, results‑orientation, and forward‑thinking. We have more than 3,000 employees worldwide and share a global purpose to look after travelers at every step of their journey.

We understand the importance of work‑life balance. Our hybrid approach allows you to work three days in the office and two days from home after initial training.

We’re expanding rapidly and are committed to helping our people thrive through onboarding, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

We encourage you to take the time you need. We offer regular annual and personal leave benefits, anniversary leave, volunteer leave, and a comprehensive paid parental leave scheme.

Your career should take you places – literally. We support your professional journey and passion for travel with complimentary travel insurance.

We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions.

We respect who you are and embrace diversity. Wherever life has taken you, we welcome you to bring your whole self to work.

Apply today and let’s go to great places together!