Safety and Incident Response Trainee

EF Educational Tours; Zürich; On-site; CHF 48,000 - 56,000; Full time

Job summary

EF Educational Tours in Zurich is seeking a Safety and Incident Response Trainee to join our SIR team at the headquarters. The role focuses on supporting our global Operations organization, handling communications, case management, and on-tour incidents, while contributing to the Safety-First Program.

You will be encouraged to take ownership from day one, collaborate with colleagues across functions, and pay close attention to details to ensure a safe and positive experience for travelers.

Qualifications

• Fluent in English; written and spoken.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Service-minded with a customer-focused approach.
• Proactive, flexible, and solution-oriented.
• Curious, eager to learn, and team-oriented.
• Ability to stay calm and professional in time-sensitive situations.

Responsibilities

• Emergency line support and case routing.
• Open, update and manage operational cases.
• Assist with on-tour incidents and coordinate responses.
• Collaborate with Procurement, Invoicing and Tour Director teams.
• Problem-solving and escalation when needed.
• Maintain accurate case records across systems and admin tasks.

Skills

Fluent English

Communication skills

Organizational skills

Customer service

Proactive mindset

Team collaboration

Calm under pressure

Empathy

Attention to detail

Intercultural awareness

Job description

Job Description

Job type: Full-time, Temporary

Duration: 6 months

Location: Zurich, Switzerland - 100% office-based (5 days per week)

Start date: February 1, 2027

Job Overview

We are looking for an energetic, detail-oriented and proactive individual to join our Safety and Incident Response (SIR) team at our headquarters in Zurich, Switzerland.

As a Safety and Incident Response Trainee, you will gain hands-on experience supporting our global Operations organization, working closely with the SIR team to assist with communication, operational case management and on-tour incidents. You will gain firsthand exposure to EF's Safety-First Program and contribute to ensuring our travelers feel safe and supported throughout their journeys.

You'll be encouraged to take ownership from the start, stay curious, collaborate with others, and pay attention to the details that help us create a beautiful experience for our customers.

Key Responsibilities

You and your team will contribute through:

• Emergency line support - answer calls on the Operations Emergency Line, open operational cases and direct them to the appropriate specialists.
• Case management - open, update and manage operational cases with guidance from experienced teammates, ensuring information is recorded accurately.
• On-tour support - assist with operational incidents and challenges that arise while our customers are travelling, helping coordinate timely and appropriate responses.
• Stakeholder collaboration - work closely with colleagues across Operations, including Procurement, Invoicing and the Tour Director Department, to ensure consistent communication and case management.
• Problem-solving and ownership - respond proactively to operational challenges, exercise sound judgment and elevate issues appropriately when needed.
• Data, systems and administration - maintain accurate case records, documentation and information across relevant systems, while supporting the team's day-to-day administrative activities.

Main Objectives For This Role

• Provide reliable and effective support to the Safety and Incident Response team in managing on-tour incidents.
• Develop an understanding of EF's Safety-First Program, operational processes and incident response procedures.
• Put the customer first by providing thoughtful, empathetic and service-minded support.
• Communicate clearly, professionally and collaboratively with internal stakeholders and other relevant parties.
• Maintain accuracy and attention to detail when documenting and managing operational cases.
• Demonstrate sound judgment, recognize when to elevate issues and remain composed under pressure.
• Take ownership of your responsibilities and contribute positively to a collaborative team environment.

Skills & Experience

• Fluent in English, both written and verbal; additional languages are an advantage.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Service-minded, with a genuine desire to support customers and create a positive experience.
• Proactive, flexible and solution-oriented.
• Curious and eager to learn, with the confidence to ask questions and contribute ideas.
• Able to remain calm and professional when handling challenging or time-sensitive situations.
• Sound judgment and an understanding of when to seek guidance or elevate concerns.
• Empathetic, patient and an attentive listener.
• Collaborative team player who enjoys working with people from different teams, cultures and backgrounds.
• Accountable and willing to take ownership of your work.
• An interest in travel, customer support, safety and/or operations.

To be considered for this role, applicants must have the legal right to live and work in Switzerland.

Recruitment Process

Our selection process will include an initial phone screening, followed by an in-person interview for shortlisted candidates.

Throughout the process, we'll look to understand your skills, interests and potential to contribute to our Safety and Incident Response team.

Why You Will Love Working With Us

At EF, our culture is built around three Core Beliefs: we put customers first, we take ownership, and we make it fun.

That means caring about the experience we create for our customers, taking responsibility and looking for ways to make things better, and bringing curiosity, collaboration and passion to the way we work.

As a Safety and Incident Response Trainee, you'll be trusted to contribute from the start while learning from colleagues across our international organization. You’ll gain practical experience in incident response, develop your communication and problem-solving skills, build your professional network, and learn how a global travel organization supports its customers when they need us most.

About Us

Some companies are in the business of banking. Others are in the business of shoes. Or sports. Or soft drinks. At EF, we're in a different kind of business. One that is a little less tangible, and a lot more important. Because our business, what we make, makes everything else possible. We're in the business of understanding. Between people. Between cultures.

For over half a century we've been the leader in international educational programs and experiences designed to foster such understanding. Through language, cultural exchange, academic studies, and educational travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.

You'll find our offices and schools located in some of the world's greatest cities, and filled with smart, driven people (over 50,000 of us) who push each other to be better every day. But it's what we do together - building greater understanding, breaking down barriers, and creating a better world - that makes all the difference.

Founded in 1965 in Sweden, EF (Education First) is a global association of education companies that share a common mission of opening the world through education. EF has been recognized on Forbes 2025 and 2024 World's Best Employers and 2024 Top Companies for Women lists, Fast Companies 2025 Next Big Things In Tech, and was a 2024 App Store Award winner in Cultural Impact.

About The Team

EF Educational Tours teams up with educators to take students beyond the classroom on immersive international travel programs. We deliver educational experiences powered by a proven learning method that’s designed to build essential skills, like curiosity and communication. Our tours are where learning meets life—they give students firsthand experience of the world, and unlock the type of personal growth that prepares them for their futures.

Learn more about EF Educational Tours: https://www.eftours.com/