Enable job alerts via email!

Assistance Operations Coordinator

Cover-More Group

Greater London

Hybrid

GBP 28,000 - 35,000

Full time

2 days ago
Be an early applicant

Generate a tailored resume in minutes

Land an interview and earn more. Learn more

Start fresh or import an existing resume

Job summary

Join Cover-More Group as a key team member responsible for managing workflow in a dynamic call centre environment focused on travel assistance. This role involves monitoring operations and providing crucial support to ensure service levels are maintained, all while fostering effective communication and prioritisation of tasks. With a commitment to employee growth and work-life balance, we offer a supportive environment that encourages career advancement and personal well-being.

Benefits

Income protection
Company subsidised pension
25 days annual leave
Employee reward and recognition scheme
Flexible working opportunities
Competitive family and parental leave programme
Fitness reimbursement scheme
Volunteering leave
Online learning and training opportunities
Work anniversary leave

Qualifications

  • Prior experience in medical assistance and understanding of Case Manager role.
  • Ability to manage complaints and communicate effectively.
  • Awareness of operational and workforce planning SLA’s.

Responsibilities

  • Monitor and manage inbound queues and email volumes.
  • Conduct real-time monitoring of staff productivity.
  • Accountable for effective management of all client cases.

Skills

Effective communication skills
Prioritisation
Complaint management
Understanding of Case Manager role

Job description

Location: Uxbridge, Middlesex, United Kingdom

Job Category: Call Centre and Customer Service

Job Description

Are you ready to kick start your career in travel assistance?

At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.

Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.

WTP is part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Cover-More Group are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide.

So, what’s our mission?

Protecting travellers – and supporting those responsible for their safety – is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.

So, what’s the job?

  • You’ll monitor and manage all inbound queues and email volumes to ensure equitable workload spread across all staff and achievement of service levels
  • You’ll monitor daily scheduling in conjunction with workforce planning to ensure sufficient staffing levels. Identify roster solutions for unexpected absence, roster gaps and appropriate skill mix; coordinating any roster adjustments directly with involved staff
  • You’ll conduct real time monitoring of work peaks and troughs and support the Workforce Planner to adjust breaks, start and finish times and other available business levers to ensure sufficient staffing levels
  • You’ll actively provide real-time monitoring of staff productivity and not-ready time, and provide updates to the leadership team when relevant
  • You’ll be accountable for the effective management of all client cases by providing case oversight and direction in conjunction with Team Leaders
  • You’ll work a mix of early and late shifts across Monday – Friday initially, however as the team grows the model will move to a 7-day rotating roster

And what are we looking for?

  • You’ll have prior experience in medical assistance and good understanding of the Case Manager role
  • You’ll have effective communication skills with the ability to communicate with both internal and external stakeholders
  • You’ll be confident in your ability to prioritise and communicate key priorities to the team
  • You’ll have experience managing complaints and dissatisfied customers
  • You’ll be aware of operational and workforce planning SLA’s and targets across the shift

So, why choose us?

We value optimism, caring, togetherness, reliability, and determination.

We have more than 1500 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, 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 – ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

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

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

We also offer some fantastic benefits including:

  • Income protection

• Company subsidised pension

• 25 days annual leave

• Employee reward and recognition scheme

• Flexible working opportunities

• Competitive family and parental leave programme

• Fitness reimbursement scheme

• Volunteering leave

• Online learning and training opportunities

• Work anniversary leave

Apply today and let’s go great places together!

Get your free, confidential resume review.
or drag and drop a PDF, DOC, DOCX, ODT, or PAGES file up to 5MB.