Medical Assistance Coordinator - Italian Speaker

Travel Guard, a Zurich Cover-More company, is a global travel insurance business based in Brighton. Millions of leisure and business travellers rely on Travel Guard, our portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans.

An exciting opportunity has arisen to join our rapidly growing travel insurance business as an Italian Medical Assistance Coordinator. Our Italian 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 4 on 4 off 12-hour shift pattern from 08:00am to 08:00pm from Monday to Sunday (including some public holidays). 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 3rd March 2025.

So, what’s the job?

• 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 regarding 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.

And what are we looking for?

• You’ll be fluent in Italian 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.

So, why choose us?

• We value optimism, caring, togetherness, reliability and determination.
• We have more than 2500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission 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 work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
• Career growth: We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!
• 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.
• Diversity and inclusion: We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

We also offer some fantastic benefits including:

• Competitive salary dependent on experience plus bonus.
• 25 days annual leave, plus bank holidays.
• 2 paid volunteering days each year.
• Optional private health insurance (including access to Bupa virtual GP service).
• Life insurance and income protection.
• Cycle to work scheme.
• Employee discounts and cashback on thousands of retailers.

Apply today and let’s go great places together!