Safety and Incident Response Trainee

EF Education First Ltd.; Zürich; In loco; CHF 42.000 - 60.000; Tempo pieno

Descrizione del lavoro

EF Education First Ltd. is seeking a Safety and Incident Response Trainee in Zurich to support the global Operations team. You will assist with communication, case management and on-tour incidents, gaining hands-on experience in EF's Safety-First Program while helping travellers feel safe.

You will own tasks from day one, collaborate across teams, and contribute to incident response and customer experience. This 6-month trainee role is office-based at EF's Zurich HQ.

Competenze

• Fluent in English, written and spoken; other languages are a plus.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Service-minded with a desire to support customers.
• Proactive, flexible and solution-oriented.
• Curious and eager to learn with ability to ask questions.
• Remain calm and professional in time-sensitive situations.
• Sound judgment and knowing when to escalate concerns.
• Empathetic, patient and a good listener.
• Collaborative team player with diverse colleagues.
• Willing to take ownership and travel interest is a plus.
• Applicants must have legal right to live and work in Switzerland.

Mansioni

• Emergency line support – answer calls on the Operations Emergency Line and direct to specialists.
• Case management – open, update and manage operational cases with guidance.
• On-tour support – assist with incidents while travellers are on tour.
• Stakeholder collaboration – coordinate with Procurement, Invoicing and Tour Director Department.
• Problem-solving and ownership – address challenges and elevate when needed.
• Data, systems and administration – maintain case records and documentation.

Conoscenze

Fluent English

Strong communication

Organizational skills

Customer service mindset

Proactive

Curious and eager to learn

Calm under pressure

Collaborative

Empathetic listener

Accountable

Travel interest

Descrizione del lavoro

Job type: Full-time, TemporaryDuration: 6 monthsLocation: 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 travellers 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:

• 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.