Emergency Assistance Case Manager - Night Shift

First Assistance NZ Ltd; Ōrākei; On-site; NZD 65,000 - 85,000; Full time

Benefits offered by this job

Comprehensive training

Supportive team

Long service awards

Wellbeing programme

Health insurance

Personal travel insurance

4 nights on, 4 nights off

Job summary

First Assistance NZ Ltd is seeking an Emergency Assistance Case Manager for night shifts in Auckland, focusing on supporting travellers during emergencies with calm, empathetic handling and practical problem solving.

You will manage medical, travel and logistical challenges, coordinate with providers and clients, and uphold clear communications on a night roster of 4 on/4 off. Training is provided to ensure readiness for field tasks.

Qualifications

• Night-shift experience is essential.
• Experience in travel, medical, insurance or related industry desirable.
• Global geography knowledge is important.
• Being well-travelled is valued.
• Languages are an advantage.

Responsibilities

• Support people in need with genuine care and practical support.
• Coordinate emergency cases across medical, travel and logistical services.
• Keep travellers, providers and clients informed with clear communication.

Skills

Night shift experience

Empathy

Problem solving

Multilingual (advantage)

Team collaboration

Education

Tertiary qualification preferred

Job description

Emergency Assistance Case Manager - Night Shift

First Assistance NZ Ltd | Ellerslie, Auckland

Be the calm voice someone needs when an emergency happens far from home.

About the Role

At First Assistance, we help international travellers, expatriate workforces, and visitors to New Zealand and Australia when they need support most. Join a close-knit emergency assistance team and make a meaningful difference on every shift.

When a traveller faces an emergency on the other side of the world, your calm approach, empathy, and resourcefulness can make all the difference. We’re looking for resilient people who enjoy solving problems and genuinely care about helping others.

You’ll work alongside down-to-earth, supportive colleagues, tackling medical, travel, and logistical challenges with practical thinking and a can-do attitude.

Your roster: Full-time, office-based in Ellerslie, Auckland. Fixed night shifts from 10pm to 7am, working 4 nights on, 4 nights off.

During your night shift, you’ll support travellers in destinations including the Middle East, the UK, Europe, and the west coast of the US. You’ll provide reassurance and coordinate with travellers, providers, clients, and other key stakeholders to help achieve the best outcome.

Set up for success: Your journey starts with 12 weeks of comprehensive training, Monday to Friday during standard office hours. Once trained, you’ll move onto your night-shift rotation with your team in the office.

Key Responsibilities

• Support people in need: Offer genuine care, reassurance, and practical support to travellers facing emergencies.
• Coordinate emergency cases: Bring together medical, travel, and logistical assistance to help travellers navigate difficult situations.
• Keep people informed: Maintain clear, timely verbal and written communication with travellers, providers, and clients.

Requirements

• Night-shift experience: Experience working full night shifts is essential.
• Relevant industry experience: Previous emergency assistance experience in travel, medical, insurance, or another relevant industry is desirable.
• Global geographical knowledge: An expert understanding of world geography.
• Travel experience: Being well-travelled is highly valued and is a benefit in this role.
• Languages: The ability to speak more than one language is an advantage.
• Qualifications: A tertiary qualification is preferred.

Skills and Attributes

• A can-do attitude: You approach challenges positively and look for practical solutions.
• Clear communication: You bring excellent communication and problem-solving skills.
• Resilience and empathy: You stay composed while treating people with care and understanding.
• Team spirit: You collaborate well and contribute to a positive team environment.
• Self-motivation: You work confidently under pressure and take a proactive approach.

What We Offer

• Comprehensive training: Build your confidence with practical, on-the-job training.
• A supportive team: Work with colleagues who value collaboration and support.
• Recognition: Long service awards that acknowledge your dedication.
• Wellbeing support: Access to our Employee Assistance Wellbeing Programme.
• Insurance benefits: Health insurance and personal travel insurance.
• Time away from work: A fixed roster of 4 nights on, 4 nights off.

Ready to make a difference when it matters most? If you’re looking for a challenging, rewarding role where empathy and problem-solving go hand in hand,

A police check will be required as part of the application process.

Diversity policy

First Assistance is an equal opportunity employer committed to diversity and inclusion. We select candidates based on the needs of the role and their individual strengths. Please let us know if you need any health-related accommodations during recruitment or in the workplace. Learn more about us at www.firstassistance.com.

Make a positive impact today while building skills for your future. Within our operations, there are opportunities to develop into Senior Case Manager, Team Leader, and specialist emergency assistance roles.

At First Assistance, people come first. We provide 24/7 medical, travel, and security support to clients worldwide, helping thousands through life’s most critical moments. With a global network of trusted providers and a purpose-driven team, we deliver fast, compassionate, and expert care. Join us to make a real impact, work across borders, and grow your career in a collaborative, innovative environment. We value empathy, precision, and professionalism—and we’re looking for people who do too.

At First Assistance, people come first. We provide 24/7 medical, travel, and security support to clients worldwide, helping thousands through life’s most critical moments. With a global network of trusted providers and a purpose-driven team, we deliver fast, compassionate, and expert care. Join us to make a real impact, work across borders, and grow your career in a collaborative, innovative environment. We value empathy, precision, and professionalism—and we’re looking for people who do too.