Customer Service Advisor - French Speaker

Cover More Group; Hove; Hybrid; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Hybrid work model

Annual/personal leave benefits

Parental leave scheme

Job summary

Zurich Cover-More is hiring a French Medical Assistance Coordinator to support travellers needing medical help while abroad. You will liaise with customers and corporate clients by phone and email, coordinating medical assistance with our in-house team and providing compassionate service in challenging situations.

You will work 37.5 hours weekly on a hybrid pattern after training in Brighton, with a start in November. Training runs 8–10 weeks, weekdays, in Brighton office.

Qualifications

• French and English fluency required.
• Solid customer service background.
• Excellent written and verbal communication with empathy.
• Ability to multi-task and prioritise to meet deadlines.
• Ability to handle difficult conversations and solve problems.
• Basic computer skills including Outlook, data entry, numeracy and attention to detail.

Responsibilities

• Liaise with customers and corporate clients over the phone and by email, including distressed cases.
• Provide practical help and advice to travellers in sensitive situations.
• Coordinate medical assistance with the in-house medical team.
• Support policy cover queries and monitor patient status during emergencies.
• Arrange medical appointments or hospitalisation abroad and coordinate air ambulances.
• Document all case handling accurately in the system.
• Meet KPIs to support business objectives.

Skills

Bilingual French/English

Customer service

Communication skills

Multitasking

Problem solving

Attention to detail

Tools

Outlook

Microsoft Office

Job description

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

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers.

Each year, we protect more than 20 million travellers worldwide, making sure we’re there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world’s best-known brands – think major airlines, travel giants, top banks, credit card providers, and large retailers – to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world’s leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we’re redefining what it means to travel safely and with confidence. Whether it’s a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, 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. Travel Guard became part of Zurich Cover-More in December 2024.

An exciting opportunity has arisen to join our rapidly growing travel insurance business as a French Medical Assistance Co Ordinator. Our French 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 between the hours of 7am - 10pm from Monday to Sunday (including some public holidays). You will work 8 x 10 hour shifts over a 14 day period.

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 9th November 2026.

What you’ll be doing:

• 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.

What skills and experience you’ll bring on this journey:

• You’ll be fluent in French and English.
• You’ll have a solid customer service background.
• You’ll have excellent written and verbal communication skills with empathy, respect, and patience.
• You’ll have 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.

Why you’ll love working with us!

We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose 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 you can maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home after an initial training 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’re committed 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 has taken you, we welcome you to bring your whole self to work. Just be you – because that’s exactly who we’re looking for.

L-Hybrid