Job Description

Main Purpose of Job

Collinson provides call handling for assistance from holidaymakers and business travellers across the globe. The role of the Assistance Coordinators will be responsible for effectively and professionally managing assistance cases falling within their level of authority in line with service standards, and various applicable procedures and policy terms. This will involve a high level of contact with both clients, often in difficult and sensitive circumstances, and external professional service providers based both in the UK and abroad. They will require practical help and advice, and may be distressed or vulnerable, so will require support and reassurance from the Assistance Coordinator at all times. The nature of the work requires all role holders to be aware of and adhere to specific Data Protection and Confidentiality requirements. Training will be provided, however Assistance Coordinators will be required to maintain an up to date knowledge of the policies, procedures and schemes handled.

Main Responsibilities

• Managing all elements of Emergency Medical Assistance service delivery professionally and in line with company procedures. Key responsibilities include (but not limited to): Inbound & outbound call handling, case management, diary management, customer education, third party referrals, and customer outcome management.
• Acting as an ambassador for excellent customer service delivery
• Managing telephony and case handling Service Level Agreements as part of a wider team
• Logging relevant details on the case management systems ensuring the calls are handled appropriately, within policy and process.
• Referring cases outside own level of authority through the correct escalation process.
• Delivering against agreed service standards by maintaining high levels of incident maintenance, which includes accurate estimations of costs.
• Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
• Informing and updating the relevant Claims Handler/underwriter in line with policy.
• Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
• Providing regular updates in a timely manner to operational management on high profile and cost cases, highlighting high risk (medically or reputational) cases to your line manager.
• Identify the nature of the client’s needs through effective questioning and listening.
• Processing and analysing information in order to diagnose problems and asses the needs of the client.
• Where applicable, referring clients to Senior Coordinators or Team Managers for further support.
• Providing suitable alternatives and direction to clients to help resolve their problem.
• Accurately maintaining the information recorded on the case handling system.
• Setting clear customer expectations and signposting: Clear timelines for next steps, meeting agreed customer update timings, and handholding the customer through their journey with us.
• Provide a high level of quality through your service delivery in line with AQUA measures and targets
• Identifying and handling customer complaints in line with company guidelines to meet FCA requirements
• Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
• Participating in and completing any other duties as appropriate and as required.
• Be responsive and empathetic to the needs of colleagues and clients.
• Communicate professionally, employing excellent listening skills
• Build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs.

Job Requirement (Person Spec)

• Decision maker
• Effective time manager and a person who can prioritize
• Excellent communication skills – both verbal and written
• Can do will do attitude.
• Focused behavioural style compatible to the Collinson business ethos
• Ability to take ownership of problems and resolve them

Job Requirement (Skill Set)

• Medical Assistance or Insurance experience
• Fluency in a second European language an asset but not essential

Key Contacts

• Medical Operations Team
• Team Managers
• Cost Containment Team
• Internal and External customers

Working Environment

Open plan contact centre. No smoking policy within the building

Working Pattern

The Assistance Coordinator will be required to work 37.5 hours per week, operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work hours at the weekend and Bank Holidays is also required.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.