Medical Assistance Coordinator

About the role

Reporting to the Operations Manager – Medical Assistance, you'll play a key role in delivering calm, confident and customer-focused support to travellers who need help when it matters most. You'll bring together problem-solving, empathy and quick thinking to coordinate medical and travel assistance solutions. As a Assistance Coordinator, you'll be a go-to person for the team: providing first-line support, guiding escalations, spotting potential issues early and stepping in as shift lead or deputy when needed.

Key responsibilities

• Handle calls promptly, professionally and with genuine care for the customer
• Create clear, accurate case files, capture key information and manage administration through to case closure
• Guide customers through the claims process with confidence and empathy
• Confirm claimant eligibility and ensure information is captured accurately
• Keep clients, claims handlers and underwriters informed where applicable
• Maintain accurate reserves, costs and case information
• Work with third parties to gather information and keep cases moving
• Communicate regularly with all parties and monitor each case to support smooth progression
• Liaise with our medical experts on complex cases and escalations

About you

• Have experience in an Assistance Coordinator or similar role
• Communicate clearly, warmly and confidently, both in writing and over the phone
• Have strong geographical knowledge and enjoy solving logistical puzzles
• Bring experience in travel insurance, assistance services or a similar customer-focused environment
• Bring positive energy, curiosity and a can-do mindset to every shift
• Stay calm, organised and focused when things get busy
• Build strong, trusted relationships with teammates, managers, clients and partners
• Show empathy and responsiveness when supporting people in challenging situations

Required criteria

• Excellent written and verbal communication skills
• Team work
• Good geographical knowledge
• Early, middle and late shifts, Monday to Sunday, including Bank Holidays
• English language, both verbal and written, to a native standard

Desired criteria

• Additional foreign languages
• Experience of working within the travel insurance business