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- Tasks: Manage inbound and outbound communications, providing support in crisis situations.
- Company: Crisis24, a leader in integrated risk management and medical assistance.
- Benefits: Gain valuable experience in a fast-paced environment with opportunities for growth.
- Why this job: Be the first point of contact, making a real difference in people's lives during emergencies.
- Qualifications: Strong communication skills and ability to multitask under pressure.
- Other info: Join a dynamic team dedicated to operational excellence and 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.
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.
- 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.
- 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.
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
Contact Detail:
Crisis24 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Operations Coordinator
✨Tip Number 1
Get to know Crisis24 inside out! Familiarise yourself with our services and how we operate. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact, being able to engage effectively with callers is key. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Stay calm under pressure! The role can get hectic, so practice stress management techniques. Whether it’s deep breathing or quick breaks, find what works for you to keep your cool.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest updates and opportunities at Crisis24.
We think you need these skills to ace Global Operations Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Global Operations Coordinator role. Highlight your relevant experience in customer service and crisis management, and show us how you can be the empathetic first point of contact we need.
Showcase Your Communication Skills: Since this role involves a lot of interaction with clients and stakeholders, it's crucial to demonstrate your professional communication skills. Use clear and concise language in your application to reflect how you would engage with callers and emails.
Highlight Your Multitasking Abilities: We want to see that you can handle multiple tasks under pressure. Share examples from your past experiences where you've successfully managed competing priorities, especially in fast-paced environments.
Apply Through Our Website: Don't forget to submit your application through our website! This ensures it gets to the right people quickly and helps us keep track of all applications efficiently. We can't wait to hear from you!
How to prepare for a job interview at Crisis24
✨Know the Company Inside Out
Before your interview, take some time to research Crisis24 thoroughly. Understand their services, especially the new Medical Assistance offerings. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Global Operations Coordinator, you'll be the first point of contact for clients. Practice articulating your thoughts clearly and empathetically. Consider role-playing common scenarios you might encounter during calls to demonstrate your ability to handle sensitive situations.
✨Demonstrate Multitasking Abilities
In this fast-paced environment, multitasking is key. Prepare examples from your past experiences where you've successfully managed multiple tasks simultaneously. Highlight how you prioritised your workload while maintaining high service standards.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills under pressure. Think of specific instances where you had to triage calls or manage crises. Be ready to explain your thought process and the outcomes of your actions.