Call Centre - Travel Case Manager

Cover-More Group; Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Travel insurance benefits

Job summary

Zurich Cover-More in Brisbane is seeking a Travel Assistance Case Manager to be the first point of contact for travellers in emergencies, delivering calm, clear and compassionate support when it matters most.

You’ll locate the nearest suitable doctors or clinics, coordinate payments, and guide travellers through the services we offer. The role involves a rotating roster with a hybrid work arrangement and opportunities for growth within a global team.

Qualifications

• Excellent communication and empathy on high-stress calls.
• Ability to stay calm and resolve conflicts under pressure.

Responsibilities

• Be the first point of contact for travellers in emergencies, providing calm and compassionate support.
• Assist travellers in locating nearest medical or security providers and coordinating services.
• Guide travellers through available services and assist with vendor payments and documentation.

Job description

Job Category: Call Centre and Customer Service,Insurance & Superannuation

Job Description

Are you ready for an adventure in Travel Assistance?
This roleis part ofWorld Travel Protection, our globalmedical and securityassistancebusinesssupporting many of Zurich Cover-More's travel insurance brands. We support both corporate and leisuretravellers- helping them avoid risks before they escape and connecting them with the right experts when emergencies arise. With deepexpertisein global travel risk management,we'retrusted bytravellers, corporate risk managers, andorganizationsworldwide to prepare for potential threats and respond when it matters most. Operating 24/7 from our globalassistancecentres,we'realways ready to answer the call - wherever in the world it comes from.

Role Start Date: 3rd November 2026

So,what's the job?
As a Travel Assistance Case Manager, you'll be the first point of contact for travellers when things go wrong - whether it's lost baggage or a medical emergency. Your mission? Deliver calm, clear, and compassionate support when it matters most.

• You’ll be the first point of call for travellers when they get into emergency situations while travelling
• You’ll be focussed on providing a great experience every time – whether for the traveller, family member or provider
• You’ll use your critical thinking and problem-solving skills to provide tailored advice to real-world problems
• You’ll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour 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 and/or security emergencies
• You’ll facilitate the payment and guarantee of facility and any required vendor bills
• You’ll help travellers understand the services we are there to support them with

And what are we looking for?
You’ll have a genuine desire to help people and save lives.We need our Case Managers to be great communicators, who can stay calm and resolve conflict under pressure, while also being resilient and empathetic. if you're willing to learn, we will teach you everything else you need to know!

• You’ll have strong problem solving and decision-making skills, and can follow processes to provide quick and accurate assistance
• You’ll thrive in a fast paced, dynamic environment and be open to change
• You’ll have great conflict resolution skills to help customers in stressful situations
• You’ll need to be available for a rotating roster(eight x 10-hour shifts/fortnight) between 7AM - 9PM
• More than anything else, you'll have a passion for helping others
  

Whyyou’llloveworkingwith us!
We value optimism, caring, togetherness,reliability,results-orientation,and forward-thinking.

We have more than3000employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts,customerserviceandcorporate servicesprofessionals. We share a global purpose to look aftertravellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around.Our hybrid approach ensuresyou canmaintainwork-life balance with the flexibility of3 days in the office and 2 days working from home.

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we rapidly expand our business across the globe.We'recommitted to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

Take the time you need, for you and your community. We encourage youto take the time you need when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteerleaveand a comprehensive paid parental leave scheme.

Travel and work with us. We believe your career should take you places - literally. At Zurich Cover-More, we support your professional journey and your passion for travel with complimentary travel insurance. So go ahead, start planning your next adventure today!

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. Wherever life hastaken you, we welcome you to bring your whole self to work. Just be you - because that's exactly whowe'relooking for.
About Zurich Cover-More
Zurich Cover-More is one of the world’s largest travel insurance and assistance providers and part of Zurich Insurance Group, a leading multi-line insurer. We stand for more care, more cover, for all, and we look after more than 20 million of the world’s travellers every year, making sure we are there every step of their journey.