Customer Service Advisor

TN United Kingdom; Hove; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading travel insurance provider seeks a Medical Assistance Coordinator to support customers needing medical assistance while traveling. This role involves liaising with clients, coordinating medical services, and providing empathetic customer support. Join a diverse team dedicated to making a positive impact on travelers' experiences.

Benefits

Health insurance

Life insurance

Income protection

Company subsidised pension

25 days annual leave

Short term incentive plan

Employee reward and recognition scheme

Flexible working opportunities

Competitive family and parental leave programme

Employee assistance program

Qualifications

• Solid customer service background required.
• Excellent written and verbal communication skills needed.

Responsibilities

• Liaise with customers and corporate clients over the phone and via email.
• Coordinate medical assistance and emergency medical travel services.

Skills

Customer Service

Communication

Empathy

Organizational Skills

Problem Solving

Tools

Outlook

Job description

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Travel Guard is a leading travel insurance provider, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans.

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.

An exciting opportunity has arisen to join our rapidly growing travel insurance business as a Medical Assistance Co Ordinator. Our Medical Assistance Coordinators (MACs) are the first point of contact for our customers across the globe who require medical assistance while travelling for leisure or for business. These are exciting roles for individuals ready to make a difference providing a positive impact to our customers when they need it most!

Our MACs are customer centric and able to demonstrate empathy. They are great at listening, have strong organisational skills with the ability to multi-task and prioritise, and they are fantastic team players.

You will work a 37.5 hour week on a shift pattern from 08:00am to 08:00pm from Monday to Sunday (including some public holidays).

The training period for this role is approximately 8-10 weeks, The training will take place in our Brighton office between the hours of 9am – 5pm Monday to Friday.

The start date for this role is 23rd June 2025

So, what’s the job?

• You’ll liaise with customers and corporate clients over the phone and via email, many of whom will be in difficult and sensitive circumstances.
• You’ll provide practical help through finding solutions and advice to customers who may be distressed or vulnerable.
• You’ll liaise with our in-house medical team to coordinate medical assistance and emergency medical travel services for customers.
• You’ll provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies.
• You’ll provide pre-travel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances.
• You’ll ensure all case handling is accurately documented in our system.
• You’ll work towards targets and key performance indicators (KPIs) to achieve business objectives.

And what are we looking for?

• You’ll have a solid customer service background.
• You’ll have excellent written and verbal communication skills with empathy, respect, and patience.
• You’llhave the ability to multi-task and prioritise your workload to meet targets and deadlines.
• You’ll have the ability to handle difficult conversations and solve problems.
• You’ll have basic computer skills, proficiency in Outlook, data entry, good numeracy, literacy and attention to detail.

So, why choose us?

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

We have more than 2500 employees worldwide: we’re 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 work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!

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:

• Health insurance
• Life insurance
• Income protection
• Company subsidised pension
• 25 days annual leave
• Short term incentive plan
• Employee reward and recognition scheme
• Flexible working opportunities
• Competitive family and parental leave programme
• Employee assistance program
• Volunteering leave
• Online learning and training opportunities
• Professional membership
• Work anniversary leave

Apply today and let’s go great places together!