Customer Service Coordinator

Healix International; Esher; On-site; GBP 26,000 - 36,000; Full time

Job summary

Healix is seeking a dedicated Customer Service Coordinator to support UK government staff and dependants overseas, ensuring empathetic, proactive assistance. You will document calls, coordinate with the medical team, and help manage care plans and payments, delivering consistent service even in challenging scenarios.

The role requires strong telephone-based or face-to-face customer service experience, excellent English, and the ability to work across shifts, including weekends.

Qualifications

• Experience in telephone-based or face-to-face customer service.
• Able to respond empathetically and provide effective solutions.
• Professional communication with excellent listening and English at native level.
• Willingness to work 4 days per week and full-time shifts including weekends.

Responsibilities

• Handle all calls with empathy and customer focus; identify needs and document calls.
• Ensure written communication is accurate, concise and easy to follow; update case notes.
• Formulate a plan of care with medical team and manage payments on behalf of HMG staff.
• Monitor ongoing cases, aligning with medical team direction and considering facilities and cost of care.

Skills

Customer service

Telephone support

Empathy

English (native level)

Tools

Case Management System

Job description

Customer Service Coordinator

If you are looking for a role where no two days are the same and where making a difference is an everyday occurrence, then please read on..

We are recruiting an candidates with great Customer Service skills. The job title will be Assistance Coordinator, and you will join our Healix Government (HMG) Contract team, based in Esher.

Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision.

As a result we have an impressive list of clients – ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that ‘our people’ are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.

In this role, the main purpose is to:

• Provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service.

• Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

We welcome applications from individuals of all backgrounds and characteristics. If you require any support in accessing this opportunity, please do get in touch to discuss the further.

Hours:

• 4 days per week giving a week total of 36 hours

• full-time shift basis including weekends and in line with business requirements.

• The shift times vary between 8am and 10pm, with a 30 min lunch break.

About the role

KEY ACTIVITIES AND RESPONSIBILITIES

• Handle all calls with empathy and customer focus. Identify what the Member needs through effective questioning and listening. Accurately document phone calls.
• Ensure written communication is accurate, concise and relevant and that actions and notes in the Case Management System are easy to follow and show a clear plan. .
• Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.
• Monitor on-going cases taking account the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.

The ideal candidate will have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.

We are looking for a candidate who has:

• Previous experience working in a telephone based or face to face customer service role (desired).
• The ability to be responsive and empathetic to the needs of others and offer effective solutions.
• The ability to communicate professionally, employing excellent listening skills.
• Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.
• The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
• Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.

Foreign language skills are not required but is an advantage.

About the company

All around the world, Healix safeguards people's health and wellbeing.

Required Criteria

• Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays
• Ability to commute to the Esher office
• English communication skills, both verbal and written, to native standard
• Problem solving, managing priorities and ability to cope working under pressure

Desired Criteria

• Foreign, European languages
• Previous experience in customer services, ideally in travel industry or in medical assistance