Job Description

Our client is seeking motivated and customer-focused Assistance Co-ordinators to join its international assistance operations team.

The role involves organising and delivering end-to-end assistance services to policyholders worldwide, ensuring timely, efficient, and empathetic support in often complex and time-sensitive situations. The focus is on achieving positive outcomes, including facilitating medical treatment, travel continuation, or repatriation where necessary.

This position requires strong coordination skills, attention to detail, and the ability to work closely with medical teams, suppliers, and international partners.

Key Responsibilities

Duties include but are not limited to:

• 
  Determining and planning logistical tasks based on clinical guidance provided by the medical team.
• 
  Capturing all relevant case information and updating internal case management systems accurately.
• 
  Building a strong understanding of global provider networks.
• 
  Arranging medical services such as hospital admissions, doctor appointments, and treatment approvals, including financial agreements.
• 
  Coordinating repatriation logistics including commercial flights, air ambulances, ground transport, hotel accommodation, and fitness-to-fly arrangements.
• 
  Managing services related to deceased cases, including repatriation, burial, or cremation.
• 
  Liaising with internal and external suppliers to ensure cost-effective service delivery.
• 
  Coordinating closely with internal teams including medical, customer contact, and provider departments.
• 
  Ensuring accurate estimation and control of case-related costs.
• 
  Reviewing policy terms and flagging potential breaches to relevant teams.
• 
  Issuing guarantees of payment to providers when required.
• 
  Providing empathetic and professional support to policyholders at all times.
• 
  Escalating complex cases in line with internal procedures.
• 
  Completing administrative tasks including inbox management and documentation.
• 
  Maintaining up-to-date knowledge of operational processes and procedures.
• 
  Ensuring compliance with regulatory requirements, data protection, and company policies.

Requirements

• 
  Fluency in French, Arabic, and Italian (written and spoken) is required.
• 
  Excellent communication and customer service skills.
• 
  Strong planning, organisational, and problem-solving abilities.
• 
  Ability to work accurately under pressure in time-sensitive situations.
• 
  Good computer literacy and ability to use case management systems.
• 
  Strong interpersonal skills and a team-oriented mindset.
• 
  Ability to demonstrate sound judgement and an inquisitive approach.
• 
  Customer-focused attitude with high levels of empathy and professionalism.

Desirable Skills

• 
  Previous experience in customer service, assistance, or claims handling.
• 
  Experience within an insurance or medical assistance environment will be considered an asset.
• 
  Understanding of FCA regulations and Treating Customers Fairly (TCF) principles.

Working Conditions

• 
  37.5-hour working week on a rotating shift pattern, including weekends and public holidays.
• 
  Some flexibility may be required based on operational needs.

What’s on Offer

• 
  Opportunity to work in an international, fast-paced assistance environment.
• 
  Training and development within a structured operational team.
• 
  Exposure to global case management and medical coordination.
• 
  Supportive and collaborative working culture.