Case Manager - Travel Assistance

Cover-More Group; Greater London; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid work model

Annual leave

Volunteer leave

Parental leave

Health insurance

Job summary

Zurich Cover-More is hiring travel assistance case managers in the UK to support customers during travel disruptions and emergencies. You will provide aftercare and logistical support, coordinating with medical and security professionals to ensure travellers return home safely or continue their journey as needed.

The role requires empathy, resilience, and strong problem-solving abilities. A second language is beneficial.

Qualifications

• Empathetic and resilient approach to travel assistance.
• Strong interpersonal skills to support travellers and providers.
• Problem solving and decision-making to provide quick, accurate assistance.
• Ability to follow processes and deliver high-quality service in high-stakes situations.

Responsibilities

• Answer calls from travellers in emergencies (lost baggage, medical emergencies) and provide problem-solving support.
• Deliver a consistently great customer experience for travellers, family members, and providers.
• Use critical thinking to provide tailored advice for real-world problems.
• Provide emotional support and reassurance while maintaining composure on calls and cases.
• Locate the nearest doctor, ER, clinic, telehealth, security specialist, or other professionals for emergencies.
• Facilitate payment and guarantee of facility and any vendor bills.
• Explain the services offered and assist travellers in understanding them.

Skills

Empathy

Interpersonal skills

Problem solving

Critical thinking

Multilingual (beneficial)

Job description

Location: Uxbridge, Middlesex, United Kingdom

Job Category: Call Centre and Customer Service

Job Description

Where will your career take you next?Let’sfind out together.

At Zurich Cover-More,we’reproud to be one of the world’s leadingtravel insurance andassistanceproviders. Each year, weprotect more than20 milliontravellersworldwide, making surewe’rethereevery step of theirjourneywithproactive care, personalisedcoverand specialist support.Zurich Cover-More partnerswithmany of the world’s best-known brands– think major airlines, travel giants, top banks, credit card providers, andlargeretailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More istheglobaltravelbrandofZurich Insurance Group, one of the world’s leading multi-line insurers. Our familyof customer-facing brandsincludes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together,we’reredefining what it means to travelsafelyandwith confidence. Whetherit’sa long-awaited holiday, a last-minute business trip, or an unexpected detour, wedeliver in the moments that matter.

This role is part of World Travel Protection, our global medical and securityassistancebusiness supporting many of Zurich Cover-More’stravel insurance brands. We support both corporate and leisure travellers – helping them avoid risks before they escalation and connecting them with the right experts when emergencies arise. With deepexpertisein global travel risk management,we’retrusted by travellers, corporate risk managers, and organisations worldwide 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.

The start date for this role is 16th November2026.

Whatyou’llbe doing:

Our Travel Assistance Case Managersare responsible forproviding our customers with the after care and logisticalproblem-solvingsupport they need when something goes wrong in their travels. High-performing, empathetic and multilingual, our Case Managers are great at what they do: bringing travellers homesafely orhelping themcontinue onwith their travels as needed. Driven and focused, they build strong relationships and deliveraccurate, on-time service in high-stakes situations.

• You’llbe taking calls from travellers when they get into emergency situations while travelling – whether lost baggage or a medical emergency,you’llbe there to help solve their problem
• You’llbe focussed on providinga great experienceevery time – whether for the traveller, familymemberor provider
• You’lluse your critical thinking and problem-solving skills toprovidetailored advice to real-world problems
• You’llprovide emotional support and reassurance to travellers in distress,maintaininga calm and empathetic demeanour throughout each call and case
• You’llwork with our team tolocatethe nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies
• You’llfacilitatethe payment and guarantee of facility and any required vendor bills
• You’llhelp travellers understand the services we are there to support them with

What skills and experienceyou’llbring on this journey:

We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient,empatheticand think critically – ifyou’rewilling to learn, we will teach you everything you need to know.

• You’llhave great interpersonal skills and know how to look aftertravellersand respond with empathy
• You’llhave strong problem solving and decision-making skills, and can follow processes to provide quick andaccurateassistance
• You’llthrive in a fast paced, dynamic environment and be open to change
• You’llhave great conflict resolution skills to help customers in stressful situations
• You’llneed to be available to work four 10-hour shifts per week, across a 7-day rotating roster between the hours of 7am - 10pm
• A second language would be beneficial, however isn't essential.
• More than anything else,you’llhave 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 of 3 days in the office and 2 days working from homeafteran initialtraining period.

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 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.

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!

Investing in your health and your future.We offer a competitive health insurance package with comprehensive mental health coverage, access to an Employee Assistance Program (EAP), and a pension scheme with employer contributions – helping you build a secure and healthy future.

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 – becausethat’sexactly whowe’relooking for.