At a Glance
- Tasks: Manage inbound and outbound communications, providing support in crisis situations.
- Company: Crisis24, a leader in integrated risk management and medical assistance.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Fast-paced team environment with a focus on operational excellence.
- Why this job: Be the first point of contact, making a real difference in people's lives during crises.
- Qualifications: Strong communication skills, ability to multitask, and experience in customer service.
The predicted salary is between 36000 - 60000 £ per year.
Crisis24 is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm and has recently expanded its operations, with Medical Assistance added to its Integrated Risk Management portfolio of services. With a combined expertise covering 55 years, we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers.
Crisis24 provides 24/7 medical and security assistance to business and leisure travellers, as well as expatriates worldwide, supporting our clients in managing the risks to their global travelling populations and domestic workforces.
As a Global Operations Coordinator (GOC), you are part of the Global Operations Coordinator first-call capability in a fast-paced environment, handling all inbound contact from our customers, clients and stakeholders, including calls and emails. You are the first point of contact and “face” of Crisis24, responsible for professionally and efficiently assisting those who contact us.
To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively.
The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls, enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management.
What You Will Work On
- Managing all contacts into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures.
- Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison.
- As the initial “face” of Crisis24, you are an ambassador for professional customer service delivery and operational excellence.
- Adhering to telephony, email and case handling Service Level Agreements.
- Opening all new cases in the Crisis24 case management system, ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and ensuring the integrity of data captured.
- Seamlessly triaging calls and interfacing with other teams, including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders.
- Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management.
- Monitoring and managing the 24/7 email inbox.
- Managing claims and billing queries (calls and emails).
- Updating dedicated client SOPs and returning to the client/account manager.
- Prepares case management reports for clients to document actions undertaken.
- Prepares monthly reports for clients to be sent by the 10th business day of each month.
- Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day.
- Supporting case management and closure on the Medical Specialist team’s agenda.
- Be responsive and empathetic to the needs of clients, customers and colleagues.
- Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer.
Who You Will Work With
You will work as part of a team in a fast-paced environment, handling inbound and outbound calls and emails, as well as managing case work. The role involves a high level of contact with travellers and expatriates, often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms, business continuity escalations, safety-related incidents, data-related incidents, to pre-trip medical and travel advice, booking a GP appointment, claims advice and billing queries through to a request for evacuation or repatriation.
What You Will Bring
- Professional communication skills- verbal, written and interpersonal.
- Enjoys engaging with people, taking inbound calls, making outbound calls, and is empathetic.
- Ability to work well under pressure in a fast-paced environment and multitask.
- Effective time management and the ability to prioritise workload.
- Solid understanding of the Crisis24 suite of service offerings and how we deliver them, or the ability to acquire understanding.
- Previous experience working in Medical and Security Assistance, Insurance, contact centre or customer service.
- Fluency in another European/Asian language is an asset, but not essential.
Global Operations Coordinator employer: Crisis24 Group
Crisis24 is an exceptional employer, offering a dynamic work environment where Global Operations Coordinators play a vital role in delivering critical support to clients and travellers worldwide. With a strong emphasis on professional development, employees benefit from comprehensive training and growth opportunities, while the company's commitment to operational excellence fosters a collaborative and supportive culture. Located in a fast-paced setting, Crisis24 provides unique advantages such as 24/7 operations, ensuring that team members are part of a mission-driven organisation dedicated to making a difference in crisis management.
StudySmarter Expert Advice🤫
We think this is how you could land Global Operations Coordinator
✨Tip Number 1
Get to know the company inside out! Research Crisis24's services and values so you can speak confidently about how you fit into their mission. This will show you're genuinely interested and ready to contribute.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact, being able to engage with callers empathetically is key. Try role-playing with a friend to get comfortable handling different scenarios.
✨Tip Number 3
Be prepared for a fast-paced environment! Brush up on your multitasking abilities and time management skills. You might want to create a mock schedule to simulate handling multiple calls and emails at once.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Crisis24 team. Don’t miss out!
We think you need these skills to ace Global Operations Coordinator
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and don’t be afraid to share a bit about your experiences that make you a great fit for the Global Operations Coordinator role.
Tailor Your Application:Make sure to tailor your application specifically for us at Crisis24. Highlight your relevant skills and experiences that align with the job description. This shows us that you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to convey. Avoid fluff and focus on what makes you the ideal candidate for this fast-paced role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the position. Plus, it gives you a chance to explore more about who we are and what we do!
How to prepare for a job interview at Crisis24 Group
✨Know the Company Inside Out
Before your interview, take some time to research Crisis24 thoroughly. Understand their services, especially in medical assistance and risk management. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Practice Empathy and Communication
As a Global Operations Coordinator, you'll be the first point of contact for clients in sensitive situations. Practise your communication skills and think about how you would handle various scenarios. Role-playing with a friend can help you feel more prepared and confident.
✨Demonstrate Multitasking Skills
In this fast-paced role, you'll need to juggle multiple tasks at once. During the interview, be ready to discuss examples from your past experiences where you successfully managed several responsibilities simultaneously. Highlighting your ability to prioritise will impress the interviewers.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and expectations for the role. This shows that you're not just interested in the job, but also in how you can contribute to the team and grow within the company.
